Connecting Jira

The Jira integration connects Waypoint to your Jira Cloud project, enabling bi-directional visibility between escalation cases and engineering tickets. Once connected, you can view linked Jira tickets on case Resource tabs, and automated pipelines can create comments and transition tickets on your behalf.

The Integrations hub showing Jira as a connected integration alongside other available tools.

Prerequisites

Before connecting Jira, make sure you have:

• A Jira Cloud account (Server/Data Center is not currently supported)
• Administrator or Project Admin permissions in the Jira project you want to connect
• Waypoint admin access (only admins can configure integrations)

---

Setup Steps

1. Navigate to Integrations in the left sidebar
2. Click the Jira card
3. Click Connect to start the OAuth authentication flow
4. Log in to your Jira account and authorize Waypoint to access your instance
5. Select the Jira project you want to sync with Waypoint
6. Configure field mappings to connect Waypoint escalation fields with Jira ticket fields
7. Click Save to complete the setup

After connecting, Waypoint immediately begins syncing ticket data from the selected project.

---

What You Get After Connecting

Linked Tickets on Cases

When a Jira ticket is linked to an escalation case, it appears on the case's Resources tab showing the ticket key (e.g., KAN-6141), summary, and current status. Click through to open the ticket directly in Jira.

Pipeline Actions

Two pipeline action nodes become available in the Pipeline Builder:

• Jira Comment — Automatically add a comment to a linked ticket when an escalation event occurs
• Jira Transition — Move a ticket to a new status (e.g., from "To Do" to "In Progress") based on case events

Engineering Tickets View

Administrators can see all synced Jira tickets at Admin Engineering Tickets, providing a centralized view of engineering work related to escalation cases.

Suggested Routing

The Analysis tab on escalation cases may recommend creating a Jira ticket based on the AI's findings, including the suggested project and issue type.

---

Configuring Field Mappings

After connecting, configure how data flows between Waypoint and Jira:

• Waypoint → Jira — Map case fields (Case ID, Status) to Jira custom fields or labels
• Jira → Waypoint — Ticket key and status appear on case Resource tabs

For advanced mapping, use Admin External Fields to map custom Jira fields to Waypoint data points.

---

Troubleshooting

Issue	Solution
Tickets not appearing	Check that the connected Jira account has access to the target project
Pipeline actions failing	Verify the connected account has write permissions in Jira
OAuth expired	Navigate to Integrations Jira and click Reconnect
Field mapping errors	Check if custom field IDs have changed in Jira and update mappings

---

📚 Related Articles

• Integrations Overview — All available integrations
• Connecting Slack — Set up Slack integration
• Connecting Zendesk — Set up Zendesk integration