Jira Service Management

Decide which Jira projects belong in ITSM reporting before creating the connection. Getting scope right here prevents non-ITSM projects from polluting the extract.

1. Identify the Jira Service Management service projects that represent ITSM work. Exclude Jira Software projects, backlog projects, business projects, test projects, and archived projects unless the client explicitly approves them.
2. Keep a written list of approved project keys — for example ITSM, HELP, or SD.
3. Decide on agent-created issues. Confirm whether agent-created issues inside the selected service projects should be included even when the issue has no JSM request type. The default recommendation is to include them and map request type to Unknown.
4. Do not select all Jira projects by default. Fivetran can sync all projects or selected projects — use selected projects and choose only the approved service projects.

Use a dedicated identity that is only used for this connection. Pick one of the two authentication options below to match how you will authorize Fivetran in Step 4.

The connected identity must be able to see the same Jira records the Customer Data Store needs to report on. Access differs between company-managed and team-managed projects.

1. Company-managed projects: open each in-scope service project, go to Invite team, enter the integration identity's email and select Invite. Confirm it is added to the Service Desk Team / agent role. If the project uses a custom permission scheme, grant access through the standard project roles (especially Service Desk Team) rather than attaching one-off permissions to the account.
2. Team-managed projects: open the service project, go to Project settings / Service space settings, open the Access or project role/members area, and add the integration identity with an agent-equivalent role for that project.
3. Confirm visibility. The identity must be able to browse each selected project and view in-scope issues, comments, worklogs, attachments, request participants, customers, organizations, and SLA information where those areas are in scope.
4. Review issue security schemes. If an issue security level hides records from the integration identity, Fivetran will not retrieve those hidden records.
5. Jira Assets (if in scope): confirm the identity can access the relevant object schemas. SLA: if SLA data is required, the identity must be in the Service Desk Team / agent role for the selected service projects.

Authorize Fivetran using the method chosen in Step 2. Use whichever path matches your authentication option.

Point Fivetran at the right destination schema and restrict the sync to the approved projects.

1. Enter the destination schema name provided by Info-Tech or your onboarding contact.
2. Enter the Jira host without http://, https://, or www — for example yourcompany.atlassian.net.
3. Enter port 443.
4. Choose issue sync mode From selected projects and select only the Jira Service Management service projects approved in Step 1.
5. Leave attachment/file sync off unless Info-Tech and the client explicitly approve attachment replication.
6. Click Save & Test.

Fivetran fetches Jira data through the REST API and uses a webhook to capture deleted objects such as issues and projects. Manual webhook setup is needed only when the connecting Jira user does not have the Administer Jira global permission and deleted-entity capture is required. If that applies, complete these steps exactly.

1. In the Fivetran Jira connection setup form, set Customer Created Webhook to ON and copy the Webhook URL it displays.
2. Log in to Jira as a user with the Administer Jira global permission.
3. Go to Jira Settings (gear) → System, then under Advanced select WebHooks.
4. Click + Create a WebHook. Name it, e.g. _fivetran_custom_webhook_, and set Status to Enabled.
5. In the URL field, paste the Webhook URL copied from Fivetran.
6. In Issue related events, select the deleted event in the Issue column.
7. In Project related events, select the delete event in the Project column.
8. In Jira Software related events, select the created, deleted, and updated events in the Sprint column.
9. Click Create.

Why this exists: admin-level access is needed to register the webhook that captures deleted Jira issues and related entities. Creating this webhook does not give the Customer Data Store permission to create, edit, or delete Jira business records — it only lets Jira notify Fivetran when source records are deleted.

Before submitting the connection, confirm the integration identity can authenticate to Jira and read the data the connector will pull. These are Jira Cloud REST API calls run against the credential from Step 2 — the same access Fivetran will use. The examples use Basic authentication (Atlassian account email + API token); if you set up OAuth, the equivalent check is that the authorization in Step 4 completed and Fivetran's Save & Test in Step 5 succeeded. Replace YOUR_EMAIL, YOUR_API_TOKEN, and yourcompany.atlassian.net with your values.

1. Confirm authentication works (start here). This returns the identity Jira sees for the credential:

   curl --user "YOUR_EMAIL:YOUR_API_TOKEN" \
     -H "Accept: application/json" \
     "https://yourcompany.atlassian.net/rest/api/3/myself"

   A successful response returns the integration account's accountId and displayName. 401 Unauthorized means the email or API token is wrong; 403 Forbidden means the account exists but is blocked from the API.
2. Confirm the approved projects are visible. Replace ITSM with an approved project key from Step 1:

   curl --user "YOUR_EMAIL:YOUR_API_TOKEN" \
     -H "Accept: application/json" \
     "https://yourcompany.atlassian.net/rest/api/3/project/ITSM"

   A successful response returns the project's details. 404 Not Found here usually means the identity has not been granted access to that project — return to Step 3.
3. Confirm issues in scope are readable. This searches issues in an approved project:

   curl --user "YOUR_EMAIL:YOUR_API_TOKEN" \
     -H "Accept: application/json" \
     "https://yourcompany.atlassian.net/rest/api/3/search/jql?jql=project%20%3D%20ITSM&maxResults=1"

   A successful response returns a total count and at least one issue. If total is 0 but the project has tickets, the identity may be blocked by an issue security scheme — re-check Step 3.
4. Confirm JSM data is readable (if in scope). This checks the Service Management API the connector uses for requests and SLA:

   curl --user "YOUR_EMAIL:YOUR_API_TOKEN" \
     -H "Accept: application/json" \
     "https://yourcompany.atlassian.net/rest/servicedeskapi/servicedesk"

   A successful response lists the service desks the identity can see. 403 Forbidden or an empty list usually means the identity is not in the Service Desk Team / agent role — this is the most common reason SLA and request data fail to sync, so fix it in Step 3 before submitting.
5. When these calls succeed, the identity has the access Fivetran needs. The Info-Tech team validates the synced tables and field mapping on their side after the first sync — you do not need to query the destination warehouse yourself.

Submit the connection details through the secure portal. Do not share OAuth credentials or API tokens outside the secure connection flow.

1. Open the Info-Tech portal link from your onboarding contact and go to the Jira Service Management setup page.
2. Provide the destination schema name and confirm the approved project scope.
3. Complete the secure Fivetran authorization (OAuth) or enter the API-token connection detail in the secure flow — never by email, chat, or screen share.
4. Submit and wait for the validation result. If an error appears, recheck the matching step above (most connection failures trace back to project access in Step 3 or scope in Step 5).

After the connection validates, CIO Analytics takes over the rest of the process automatically.

1. Your Jira Service Management data syncs automatically for the first time. Depending on how much history is being pulled, the first sync can take anywhere from a few hours to a few days.
2. Once that first sync completes, an Info-Tech analyst will reach out to you to continue your onboarding. No further action is needed from you in the meantime.