> ## Documentation Index
> Fetch the complete documentation index at: https://docs.famulor.io/llms.txt
> Use this file to discover all available pages before exploring further.
# Jira Integration
> Complete Jira integration for issue tracking, bug management, and agile project development directly during customer calls
# 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
* JQL-based issue search
* Real-time status queries
* Assignee and priority filtering
* Custom field queries
* Manage status transitions
* Comments and time tracking
* Resolution updates
* Field modifications
* Bug reports from customer reports
* Document feature requests
* Create support tickets
* Incident management
## Jira Cloud API Setup
### 1. Setting up Jira API Access
* Ensure you have admin rights
* Note your Jira instance URL: `https://yourcompany.atlassian.net`
* Instance name for API calls: `yourcompany` (without .atlassian.net)
```yaml theme={null}
Token Generation:
1. Account Settings → "Security" → "API tokens"
2. Click "Create API token"
3. Label: "Famulor Mid-Call Integration"
4. Copy token (shown only once!)
5. Store securely for configuration
```
```yaml theme={null}
Authentication Setup:
Format: "email:api_token"
Example: "admin@company.com:ATATT3xFfGF0T5..."
Base64 Encoding:
echo -n "admin@company.com:ATATT3xFfGF0T5..." | base64
Result: "YWRtaW5AY29tcGFueS5jb206QVRBVFQzeEZmR0YwVDUuLi4="
```
* 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
| 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` |
```json theme={null}
{
"Authorization": "Basic {{JIRA_AUTH}}",
"Content-Type": "application/json",
"User-Agent": "Famulor-MidCall-Jira/1.0"
}
```
```json theme={null}
{
"jql": "{jql_query}",
"maxResults": "{max_results}",
"fields": "summary,status,assignee,priority,created,updated,resolution,description"
}
```
### Parameter Schema for Issue Search
```json theme={null}
{
"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
```json theme={null}
{
"issues": "issues",
"total": "total"
}
```
## Tool 2: Update Issue
### Configuration in Famulor Interface
| 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}` |
```json theme={null}
{
"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
```json theme={null}
{
"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
| 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` |
```json theme={null}
{
"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
```json theme={null}
{
"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
```yaml theme={null}
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)
```
```yaml theme={null}
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
```yaml theme={null}
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"
```
```yaml theme={null}
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
```yaml theme={null}
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"
```
```yaml theme={null}
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()"
```
```yaml theme={null}
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
```json theme={null}
{
"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
**Agent messages**:
```yaml theme={null}
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**:
```yaml theme={null}
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"
```
```yaml theme={null}
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
```mermaid theme={null}
sequenceDiagram
participant C as Customer
participant AI as AI Assistant
participant J as Jira
participant S as Slack
participant CRM as HubSpot
participant E as Email
C->>AI: "The API is not working anymore!"
AI->>J: search_jira_issues (existing bug?)
J-->>AI: No similar issues
AI->>J: create_jira_issue (bug report)
J-->>AI: Issue SUP-123 created
AI->>S: send_slack_message (#dev-team)
AI->>CRM: update_contact (support case logged)
AI->>E: send_email (ticket confirmation)
AI->>C: "Bug SUP-123 has been created, team is working on it"
Note over J: Automatic team notification
Note over CRM: Customer history updated
```
## 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
```yaml theme={null}
Customer issue metrics:
- Time-to-issue-creation (call → Jira)
- Time-to-first-response (issue → dev action)
- Time-to-resolution (issue → closed)
- Customer communication frequency
```
```yaml theme={null}
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
```yaml theme={null}
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
```
```yaml theme={null}
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
```
```yaml theme={null}
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
```yaml theme={null}
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)
```
```yaml theme={null}
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
```sql theme={null}
-- 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
```
```sql theme={null}
-- 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](/en/automation-platform/introduction) and [Building Flows](/en/automation-platform/building-flows), and [Debugging Runs](/en/automation-platform/debugging-runs).
Need a whole toolset instead of building HTTP actions one by one? Connect an external **MCP server** — tools are discovered automatically. See [MCP Servers](/en/platform/mcp-servers).