Jira Integration Template

Integrate Jira issue tracking into your Mid-call Actions with three powerful functions: searching, updating, and creating issues. Ideal for DevOps teams, support organizations, and agile development processes.

Overview & Features

Search Issues

JQL-based issue search
Real-time status queries
Assignee and priority filtering
Custom field queries

Update Issues

Manage status transitions
Comments and time tracking
Resolution updates
Field modifications

Create Issues

Bug reports from customer reports
Document feature requests
Create support tickets
Incident management

Jira Cloud API Setup

1. Setting up Jira API Access

Prepare Jira Cloud Instance

Ensure you have admin rights
Note your Jira instance URL: https://yourcompany.atlassian.net
Instance name for API calls: yourcompany (without .atlassian.net)

Create API Token

Token Generation:
Account Settings → "Security" → "API tokens"
Click "Create API token"
Label: "Famulor Mid-Call Integration"
Copy token (shown only once!)
Store securely for configuration

Create Basic Auth String

Authentication Setup:
  Format: "email:api_token"
  Example: "admin@company.com:ATATT3xFfGF0T5..."
  
Base64 Encoding:
  echo -n "admin@company.com:ATATT3xFfGF0T5..." | base64
  
Result: "YWRtaW5AY29tcGFueS5jb206QVRBVFQzeEZmR0YwVDUuLi4="

Identify Project Keys

Navigate to your Jira projects
Note project keys (e.g., “PROJ”, “SUP”, “DEV”)
Document issue types per project
Analyze custom fields and workflows

Tool 1: Search Issues

Configuration in Famulor Interface

Tool Details
Header Configuration
Query Parameters

Field	Value
Name*	`Jira Issues suchen`
Description	”Searches issues using JQL (Jira Query Language) for status updates and tracking”
Function Name*	`search_jira_issues`
Function Description*	“Searches Jira with JQL. Use this to check the status of bug reports, feature requests, or support tickets.”
HTTP Method	`GET`
Timeout (ms)	`5000`
Endpoint*	`https://{{JIRA_INSTANCE}}.atlassian.net/rest/api/3/search`

{
  "Authorization": "Basic {{JIRA_AUTH}}",
  "Content-Type": "application/json",
  "User-Agent": "Famulor-MidCall-Jira/1.0"
}

{
  "jql": "{jql_query}",
  "maxResults": "{max_results}",
  "fields": "summary,status,assignee,priority,created,updated,resolution,description"
}

Parameter Schema for Issue Search

{
  "type": "object",
  "properties": {
    "jql_query": {
      "type": "string",
      "description": "JQL query for issue search",
      "examples": [
        "assignee = currentUser() AND status != Done",
        "project = SUP AND status = 'In Progress'",
        "summary ~ 'API' AND created >= -7d",
        "reporter = 'customer@example.com'"
      ]
    },
    "max_results": {
      "type": "integer",
      "description": "Maximum number of returned issues",
      "default": 10,
      "minimum": 1,
      "maximum": 100
    }
  },
  "required": ["jql_query"]
}

Response Mapping

{
  "issues": "issues",
  "total": "total"
}

Tool 2: Update Issue

Configuration in Famulor Interface

Tool Details
Request Body Template

Field	Value
Name*	`Jira Issue aktualisieren`
Description	”Updates status or details of an existing Jira issue”
Function Name*	`update_jira_issue`
Function Description*	“Updates a Jira issue. Use this to change status, add comments, or update issue details.”
HTTP Method	`PUT`
Timeout (ms)	`5000`
Endpoint*	`https://{{JIRA_INSTANCE}}.atlassian.net/rest/api/3/issue/{issue_key}`

{
  "fields": {
    "status": {
      "name": "{status}"
    },
    "resolution": {
      "name": "{resolution}"
    },
    "assignee": {
      "accountId": "{assignee_id}"
    },
    "priority": {
      "name": "{priority}"
    },
    "timetracking": {
      "originalEstimate": "{estimate}",
      "remainingEstimate": "{remaining}"
    }
  },
  "update": {
    "comment": [
      {
        "add": {
          "body": {
            "type": "doc",
            "version": 1,
            "content": [
              {
                "type": "paragraph",
                "content": [
                  {
                    "type": "text",
                    "text": "{comment}"
                  }
                ]
              }
            ]
          }
        }
      }
    ]
  }
}

Parameter Schema for Issue Updates

{
  "type": "object", 
  "properties": {
    "issue_key": {
      "type": "string",
      "description": "Jira issue key (e.g., 'PROJ-123', 'SUP-456')",
      "pattern": "^[A-Z]+-[0-9]+$"
    },
    "status": {
      "type": "string",
      "enum": ["To Do", "In Progress", "Code Review", "Testing", "Done", "Closed"],
      "description": "New issue status"
    },
    "resolution": {
      "type": "string",
      "enum": ["Fixed", "Won't Fix", "Duplicate", "Cannot Reproduce", "Won't Do"],
      "description": "Resolution status (optional)"
    },
    "comment": {
      "type": "string",
      "description": "Comment on the update (e.g., conversation context, solution details)"
    },
    "priority": {
      "type": "string",
      "enum": ["Highest", "High", "Medium", "Low", "Lowest"],
      "description": "New priority (optional)"
    },
    "assignee_id": {
      "type": "string",
      "description": "Jira account ID of the new assignee (optional)"
    },
    "estimate": {
      "type": "string",
      "description": "Time estimate (e.g., '2h', '1d', '3w')",
      "examples": ["30m", "2h", "1d", "2w"]
    },
    "remaining": {
      "type": "string",
      "description": "Remaining time (e.g., '1h', '30m')"
    }
  },
  "required": ["issue_key"]
}

Tool 3: Create Issue

Configuration in Famulor Interface

Tool Details
Request Body Template

Field	Value
Name*	`Jira Issue erstellen`
Description	”Creates a new issue (bug, task, story) in Jira based on customer input”
Function Name*	`create_jira_issue`
Function Description*	“Creates a new Jira issue. Use this for bug reports from customer messages, feature requests, or support tickets.”
HTTP Method	`POST`
Timeout (ms)	`5000`
Endpoint*	`https://{{JIRA_INSTANCE}}.atlassian.net/rest/api/3/issue`

{
  "fields": {
    "project": {
      "key": "{project_key}"
    },
    "issuetype": {
      "name": "{issue_type}"
    },
    "summary": "{summary}",
    "description": {
      "type": "doc",
      "version": 1,
      "content": [
        {
          "type": "paragraph",
          "content": [
            {
              "type": "text",
              "text": "{description}"
            }
          ]
        }
      ]
    },
    "priority": {
      "name": "{priority}"
    },
    "assignee": {
      "accountId": "{assignee_id}"
    },
    "labels": "{labels}",
    "components": [
      {
        "name": "{component}"
      }
    ],
    "customfield_10001": "{customer_name}",
    "customfield_10002": "{phone_number}"
  }
}

Parameter Schema for Issue Creation

{
  "type": "object",
  "properties": {
    "project_key": {
      "type": "string",
      "description": "Jira project key (e.g., 'SUP' for Support, 'DEV' for Development)",
      "examples": ["SUP", "DEV", "PROJ", "BUG"]
    },
    "issue_type": {
      "type": "string",
      "enum": ["Bug", "Task", "Story", "Epic", "Incident", "Support Request"],
      "description": "Type of the issue to create"
    },
    "summary": {
      "type": "string",
      "description": "Short, concise summary of the issue",
      "examples": ["API Gateway error on login", "Feature Request: Excel Export", "Customer Report: performance issue"]
    },
    "description": {
      "type": "string",
      "description": "Detailed description with context from the conversation"
    },
    "priority": {
      "type": "string", 
      "enum": ["Highest", "High", "Medium", "Low", "Lowest"],
      "description": "Priority based on customer impact",
      "default": "Medium"
    },
    "assignee_id": {
      "type": "string",
      "description": "Jira account ID of the responsible person (optional)"
    },
    "labels": {
      "type": "array",
      "items": {"type": "string"},
      "description": "Labels for categorization",
      "examples": [["customer-reported", "mid-call"], ["feature-request", "high-priority"], ["bug", "production"]]
    },
    "component": {
      "type": "string",
      "description": "Jira component (e.g., 'API', 'Frontend', 'Backend')",
      "examples": ["API", "Frontend", "Backend", "Database", "Security"]
    },
    "customer_name": {
      "type": "string",
      "description": "Name of reporting customer (Custom Field)"
    },
    "phone_number": {
      "type": "string", 
      "description": "Phone number for follow-up (Custom Field)"
    }
  },
  "required": ["project_key", "issue_type", "summary", "description"]
}

Practical Use Cases

Scenario 1: Bug Report from Customer Call

Problem Identification

Customer reports problem:
  "Since this morning, I can't log in anymore.
   The page just keeps loading."
  
AI Analysis:
  - Issue: login failure
  - Time frame: since this morning  
  - Impact: customer cannot use the system
  - Urgency: high (business-critical)

Automatic Bug Creation

create_jira_issue parameters:
  project_key: "BUG"
  issue_type: "Bug"
  summary: "Login error: page does not load - Customer Max Mustermann"
  description: "## Problem
               Customer cannot log in since this morning.
               
               ## Symptoms
               - Login page does not fully load
               - Error message: none specific
               - Browsers: tested across various browsers
               
               ## Customer Details
               - Name: Max Mustermann
               - Company: Beispiel AG
               - Phone: +49 123 456789
               - Reported time: 15.01.2024 09:00
               
               ## Business Impact
               - Production system unavailable
               - Revenue impact: high
               - Customer tier: enterprise
               
               ## Next Steps
               1. Immediate technical analysis
               2. Customer update within 1 hour
               3. Provide workaround"
  priority: "High"
  labels: ["customer-reported", "login-issue", "production"]
  component: "Authentication"
  customer_name: "Max Mustermann (Beispiel AG)"

Scenario 2: Feature Request Management

Customer Feature Request

Feature request workflow:
  
Customer: "Could you add an integration to Salesforce?"

AI: "That's a great idea! Documenting this as a feature request..."

create_jira_issue:
  project_key: "FEAT"
  issue_type: "Story"
  summary: "Feature Request: Salesforce Integration"
  description: "## Customer Request
               Integration with Salesforce CRM for bidirectional data sync.
               
               ## Business Case
               - Customer: Beispiel AG (enterprise client)
               - Current Pain: manual data transfer
               - Expected Benefit: 40h/month time savings
               - Revenue impact: critical for customer retention
               
               ## Technical Requirements
               - Bidirectional sync (contacts, deals, activities)
               - Real-time or batch updates  
               - Field mapping configuration
               - Error handling and conflict resolution
               
               ## Acceptance Criteria
               - [ ] Salesforce OAuth integration
               - [ ] Contact sync implemented
               - [ ] Deal sync implemented
               - [ ] Admin UI for field mapping"
  priority: "High"
  labels: ["feature-request", "integration", "customer-driven"]
  assignee_id: "product-manager-account-id"

Competitive Feature Tracking

Competitive intelligence:
  
Customer: "Competitor XY has feature Z – do you have it as well?"

Issue creation:
  issue_type: "Epic"
  summary: "Competitive Analysis: Feature Z Implementation"
  labels: ["competitive", "feature-gap", "market-research"]
  
Linked issues:
  - Research task: competitive analysis
  - Technical task: feasibility study  
  - Business task: ROI calculation
  - Product task: roadmap integration

JQL Templates for Common Queries

Predefined JQL Queries

Customer issue lookup:
  "customfield_10001 ~ '{customer_name}' ORDER BY created DESC"
  
Open issues for customer:
  "customfield_10001 ~ '{customer_name}' AND status != Done"
  
Recent customer issues:
  "customfield_10001 ~ '{customer_name}' AND created >= -30d"
  
Critical customer issues:
  "customfield_10001 ~ '{customer_name}' AND priority = Highest"

Team Management Queries

Team workload queries:
  
Overdue issues:
  "assignee = currentUser() AND due <= now() AND status != Done"
  
To do today:
  "assignee = currentUser() AND due <= endOfDay() AND status != Done"
  
High priority backlog:
  "project = DEV AND priority >= High AND status = 'To Do'"
  
Review required:
  "status = 'Code Review' AND assignee = currentUser()"

Monitoring & Analytics

Performance tracking queries:
  
Bug rate last week:
  "issuetype = Bug AND created >= -7d"
  
Feature completion rate:
  "issuetype = Story AND resolved >= -30d"
  
Customer satisfaction issues:
  "labels = customer-escalation AND created >= -7d"
  
SLA violations:
  "priority = Highest AND created <= -4h AND status != Done"

Response Handling & Integration

Issue Search Response

{
  "total": 3,
  "maxResults": 10,
  "issues": [
    {
      "key": "SUP-123",
      "fields": {
        "summary": "API Gateway timeout issues",
        "status": {
          "name": "In Progress",
          "statusColor": "blue"
        },
        "assignee": {
          "displayName": "Tech Support Team",
          "accountId": "abc123def456"
        },
        "priority": {
          "name": "High",
          "iconUrl": "https://..."
        },
        "created": "2024-01-15T08:30:00.000+0000",
        "updated": "2024-01-15T10:15:00.000+0000"
      }
    }
  ]
}

Natural Language Integration

Issue Search Integration
Issue Update Integration
Issue Creation Integration

Agent messages:

Before search: "Searching Jira..."

Successful search:
  "{{total}} issues found. Top results: 
   {{#each issues}}{{this.key}}: {{this.fields.summary}} ({{this.fields.status.name}}){{/each}}"

Example:
  "3 issues found. Top results:
   SUP-123: API Gateway timeout issues (In Progress)
   SUP-124: Login issues frontend (To Do)
   SUP-125: Performance optimization (Code Review)"

Update confirmations:

Template: "Issue {{issue_key}} has been updated{{#if status}} - status: {{status}}{{/if}}"

Examples:
  "Issue SUP-123 has been updated - status: Done"
  "Bug PROJ-456 has been set to high priority"
  "Feature DEV-789 has been assigned to the frontend team"

Pre-action: "Creating {{issue_type}} in Jira..."

Success: "Issue {{issueKey}} created: {{summary}}"

With follow-up:
  "Bug report SUP-567 has been created.
   The support team will address the issue within 4 hours."

With customer context:
  "Your issue has been recorded as SUP-567.
   You will receive updates on its progress."

Integration with Other Mid-call Actions

Multi-System Workflow

Performance & Monitoring

Jira Integration KPIs

Metric	Description	Target
Issue Creation Success Rate	% of successfully created issues	>99%
Search Query Performance	Average JQL response time	<2 seconds
Update Success Rate	% of successful issue updates	>98%
Customer Issue Resolution	Average resolution time for customer issues	<4 hours

Business Impact Analytics

Customer Satisfaction Tracking

Customer issue metrics:
  - Time-to-issue-creation (call → Jira)
  - Time-to-first-response (issue → dev action)
  - Time-to-resolution (issue → closed)
  - Customer communication frequency

Development Efficiency

Development KPIs:
  - Customer-reported vs. internally found bugs ratio
  - Feature request to implementation conversion
  - Bug fix rate improvement through better documentation
  - Developer productivity impact

Error Handling

Common Jira API Issues

Authentication Error (401)

Cause: API token invalid or Basic auth incorrect

Jira response:
  "errorMessages": ["You do not have the permission to see the specified issue."]

Fallback:
  "Cannot access Jira. Documenting the issue for manual handling by tech team."

Resolution:
  - Regenerate API token
  - Validate Basic auth string
  - Check user permissions

Project Not Found (404)

Cause: project key does not exist or no access

Graceful handling:
  "The specified project is not available.
   Creating the issue in the default support project."

Fallback logic:
  - Use default project
  - Change issue type to "Task"
  - Admin notification for config error

Invalid JQL (400)

Cause: JQL syntax error or invalid field names

Common JQL errors:
  - Typos in field names
  - Invalid operators
  - Incorrect string escaping
  - Non-existent values

Error recovery:
  - Fallback to simpler JQL query
  - Text-based search as alternative
  - User-friendly error message

Advanced Features

Custom Fields & Workflows

Customer-specific Custom Fields

Custom field configuration:
  
Customer information:
  customfield_10001: "Customer Name" (text)
  customfield_10002: "Customer Phone" (text)
  customfield_10003: "Customer Email" (text)
  customfield_10004: "Customer Tier" (select: Basic/Pro/Enterprise)
  
Business context:
  customfield_10005: "Revenue Impact" (select: Low/Medium/High)
  customfield_10006: "Urgency Level" (select: 1-5)
  customfield_10007: "Call Source" (text: "Mid-call Action")
  customfield_10008: "Resolution Deadline" (date/time)

Workflow Automation

Jira workflow rules:
  
Customer issue workflow:
  If Customer Tier = "Enterprise":
    → status automatically set to "High Priority"
    → assignee: Senior Support Engineer
    → SLA: 2 hours first response
  
Mid-call issue workflow:
  If labels contain "mid-call":
    → priority at least "High"
    → immediate assignee notification
    → customer update within 1 hour
  
Escalation rules:
  If priority = "Highest" AND open for 4h:
    → auto-assign to manager
    → customer notification
    → executive escalation

Advanced JQL Patterns

Complex Customer Queries
Team Performance Queries

-- Issues for specific customer with status filter
customfield_10001 ~ "Beispiel AG" AND status IN ("To Do", "In Progress") ORDER BY priority DESC

-- Overdue customer issues
customfield_10001 IS NOT EMPTY AND due <= now() AND status != Done

-- High impact customer issues
customfield_10005 = "High" AND customfield_10001 IS NOT EMPTY

-- Issues from recent mid-call sessions
labels = "mid-call" AND created >= -24h

-- Team workload balance
assignee IN (team-member-1, team-member-2) AND status != Done

-- Sprint planning queries
project = DEV AND fixVersion = "Sprint 23" AND status IN ("To Do", "In Progress")

-- Bug vs. feature ratio  
project = DEV AND created >= startOfMonth() AND issuetype IN (Bug, Story)

-- Customer escalation tracking
priority = Highest AND labels IN ("customer-escalation", "mid-call")

Jira Permissions: Make sure the API user has permissions for all relevant projects and can read/write custom fields. Regularly review workflow permissions.

JQL Performance Tip: Use specific project keys and date ranges in JQL queries to optimize performance. Avoid very broad searches without filters.

Related pages: Introduction and Building Flows, and Debugging Runs.

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Mid-Call Tools

Mid-Call Tool Integrations

Jira Integration

Jira Integration Template

Overview & Features

Search Issues

Update Issues

Create Issues

Jira Cloud API Setup

1. Setting up Jira API Access

Tool 1: Search Issues

Configuration in Famulor Interface

Parameter Schema for Issue Search

Response Mapping

Tool 2: Update Issue

Configuration in Famulor Interface

Parameter Schema for Issue Updates

Tool 3: Create Issue

Configuration in Famulor Interface

Parameter Schema for Issue Creation

Practical Use Cases

Scenario 1: Bug Report from Customer Call

Scenario 2: Feature Request Management

JQL Templates for Common Queries

Predefined JQL Queries

Response Handling & Integration

Issue Search Response

Natural Language Integration

Integration with Other Mid-call Actions

Multi-System Workflow

Performance & Monitoring

Jira Integration KPIs

Business Impact Analytics

Error Handling

Common Jira API Issues

Advanced Features

Custom Fields & Workflows

Advanced JQL Patterns

​Jira Integration Template

​Overview & Features

Search Issues

Update Issues

Create Issues

​Jira Cloud API Setup

​1. Setting up Jira API Access

​Tool 1: Search Issues

​Configuration in Famulor Interface

​Parameter Schema for Issue Search

​Response Mapping

​Tool 2: Update Issue

​Configuration in Famulor Interface

​Parameter Schema for Issue Updates

​Tool 3: Create Issue

​Configuration in Famulor Interface

​Parameter Schema for Issue Creation

​Practical Use Cases

​Scenario 1: Bug Report from Customer Call

​Scenario 2: Feature Request Management

​JQL Templates for Common Queries

​Predefined JQL Queries

​Response Handling & Integration

​Issue Search Response

​Natural Language Integration

​Integration with Other Mid-call Actions

​Multi-System Workflow

​Performance & Monitoring

​Jira Integration KPIs

​Business Impact Analytics

​Error Handling

​Common Jira API Issues

​Advanced Features

​Custom Fields & Workflows

​Advanced JQL Patterns

Jira Integration Template

Overview & Features

Jira Cloud API Setup

1. Setting up Jira API Access

Tool 1: Search Issues

Configuration in Famulor Interface

Parameter Schema for Issue Search

Response Mapping

Tool 2: Update Issue

Configuration in Famulor Interface

Parameter Schema for Issue Updates

Tool 3: Create Issue

Configuration in Famulor Interface

Parameter Schema for Issue Creation

Practical Use Cases

Scenario 1: Bug Report from Customer Call

Scenario 2: Feature Request Management

JQL Templates for Common Queries

Predefined JQL Queries

Response Handling & Integration

Issue Search Response

Natural Language Integration

Integration with Other Mid-call Actions

Multi-System Workflow

Performance & Monitoring

Jira Integration KPIs

Business Impact Analytics

Error Handling

Common Jira API Issues

Advanced Features

Custom Fields & Workflows

Advanced JQL Patterns