The Jira integration has four distinct capabilities: pushing customer conversations into Jira as issues, modelling Jira Product Discovery (JPD) ideas against customer insight, writing insight statistics onto those ideas, and exporting a topic to a new issue. All use one Atlassian connection, which Jira Service Management shares.
Connect Jira
You need an Atlassian account that can approve access to the Jira site and create issues in the projects you want to push to. Four/Four asks to read and write Jira work, read Jira users, and manage Jira webhooks so changes reach Four/Four quickly.
Go to Settings > Connections and find Atlassian Jira under Product management tools.
Click Connect, sign in to Atlassian and approve access.
Once connected, Four/Four discovers your projects and starts reading issues.
Click Settings on the card to open Jira settings.
Four/Four reads your live projects, issues (with comments and links between them) and users, refreshed every 5 minutes and when Jira sends a change notification. To make Four/Four ignore an issue, add a custom field called Four/Four Ignore to the issue type and set it on that issue. Disconnecting Jira also disconnects Jira Service Management; issues already created stay in Jira.
Push conversations to Jira
Under Conversation segments to push, each segment decides which conversations become Jira issues and where they go. You can push to any Jira project; JPD is not required.
Click Add segment, then the pencil icon to open the filters. Set Push conversations from (the earliest conversation date; it starts at today), add conversation, participant or CRM filters, and choose the insight types to include (feature requests by default).
Choose the Project and Issue type.
Choose the Technique:
Push conversations as issues: each matching conversation creates a new issue. You can add Labels applied to every issue.
Push conversations as comments on matching issues (Beta): conversations are added as comments on existing matching issues. Matching sensitivity (Strict, Moderate or Loose) sets how closely a conversation's insights must match an issue.
Click Save.
The issue summary is the conversation title, the description holds the conversation summary and its insights, and the due date is the conversation date. A conversation is pushed only once it has finished processing, has a summary, and has insights matching the segment, and is never pushed twice to the same project. Existing matching conversations are pushed when you save the segment; new ones as soon as they finish processing.
To remove a segment, click the bin icon and confirm with Delete. Conversations from it are no longer pushed; issues already created stay in Jira. If issues are not being created, check the segment has a project and issue type and shows as configured, and that the Atlassian account can create issues in that project.
Model Jira Product Discovery spaces
Each JPD space appears under Jira Product Discovery Spaces in Jira settings. For each space:
Choose which ideas Four/Four uses. All by default; click the pencil icon to filter by idea quality, status and status category.
Choose which insights are considered. Any insight type by default; filter by insight, label, time period, participants, CRM data and conversation criteria.
Click Enable modelling to build a model of the space and match ideas to insights. It is available once at least 10 ideas match your filters. Until the model is ready the space shows that it is scheduled for deployment, then when it was last regenerated. Disable modelling turns it off.
If no spaces are listed, wait a few minutes after connecting for the first sync; only JPD spaces are listed. If Enable modelling is greyed out, fewer than 10 ideas match, so widen the idea filters.
Insight stats on ideas
Create these custom fields for the issue type of your ideas. Names must match exactly and each must have the stated type. All are optional.
Field name | Field type |
Four/Four Insights | Number |
Four/Four Issue | Hyperlink (URL); links to the matching idea in Four/Four |
Four/Four Accounts | Number |
Four/Four Leads | Number |
Four/Four Opportunities | Number |
Stats are refreshed once a day, around midnight, for ideas in spaces with modelling enabled that Four/Four has matched to a topic. After creating the fields, expect numbers the following day. If stats do not appear, check names and types, that modelling is enabled, and allow until the next day.
Export a topic to Jira
When viewing a topic in a topic model, open the menu and choose Export to Jira. It appears when Jira is connected and you are allowed to publish. Four/Four creates an issue in the model's Jira space, using the topic label as the summary and its description as the description, and takes you to the new idea in Four/Four.
What Four/Four writes to Jira
Issues from conversation segments, issues from topic exports, and the optional stats fields on ideas. It does not edit or delete other issues.
Troubleshooting
Authentication failed: Atlassian no longer accepts Four/Four's access. Click Disconnect, then Connect and approve access again.
Setup error: setup did not finish. Click Connect to run it again.
Permissions
Connecting Atlassian Jira requires the Manage connections permission, which is normally held by admins.