The Jira Service Management integration imports requests from your service desk projects as "Support case" conversations in Four/Four. You choose what to import with segments, each of which is a project plus an issue type. Nothing is written back to your service desk requests.
Connection shared with Jira
Jira Service Management uses the same Atlassian sign-in as the Atlassian Jira integration. If Jira is not yet connected, clicking Connect on the Jira Service Management card takes you through the Atlassian sign-in first. Disconnecting Jira also disconnects Jira Service Management; disconnecting only Jira Service Management leaves Jira connected.
You need an Atlassian account that can approve access to the site and projects you want to import.
Set up
Go to Settings > Connections and find Jira Service Management under Service management.
Click Connect. If Jira is not already connected, sign in to Atlassian and approve access.
When the card shows Connected, click Settings, then add a segment under Issue segments to import by choosing a Project and an Issue type.
Add one segment for each project and issue type combination you need. Deleting a segment stops further imports for it; conversations already imported stay in Four/Four.
What is imported
Only issues that match an active segment.
Issues become conversations when their status is in the Done category (for example Resolved or Closed). Issues still in progress are not analysed until done.
Only public, customer-visible comments are imported, not internal comments.
When you save a segment, all existing issues of that project and issue type are imported, not just recent ones.
Four/Four syncs with Jira every 5 minutes and also receives change notifications from Jira.
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.
No projects in the list: wait a few minutes after connecting for the first sync, then refresh. The account that approved access must be able to see the project.
"This segment is not yet configured": choose both a project and an issue type, then click Save.
A request is missing: check that its status is in the Done category and that its project and issue type match an active segment.
Permissions
Connecting Jira Service Management requires the Manage connections permission, which is normally held by admins.