How to create tickets from Slack to JIRA Software

Ticket creation empowered by the Suptask integration with JIRA
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Written by Sara
Updated 4 weeks ago

The Suptask integration with JIRA Software enables you to escalate tickets directly from Slack to JIRA. With a single reaction emoji (the 🌪️ :tornado:) you'll be able to create tickets to your choice of repositories, directly from a Suptask ticket in Slack. 

The JIRA Software integration is available for paid accounts. Make sure it is visible for in in Suptask Web App

The following are required from JIRA Software in order to set up the integration: 

  1. Create an API token for your user account in JIRA.(https://support.atlassian.com/atlassian-account/docs/manage-api-tokens-for-your-atlassian-account/)

    Store the token once you have it. You will need it when configuring the integration within Suptask. 
  2. The JIRA Project ID (e.g 10000) of the Project where you want tickets to be created in.
    Read more: https://confluence.atlassian.com/jirakb/how-to-get-project-id-from-the-jira-user-interface-827341414.html 
  3. The issue type ID (e.g 10001) which should be used when creating the issue in JIRA
    Read more: https://confluence.atlassian.com/jirasoftwarecloud/finding-the-issue-type-id-in-jira-cloud-1333825937.html
  4. The email of your JIRA/Atlassian user account e.g first.lastname@acme.com 
  5. The URL of your JIRA Software instance e.g https://myacme.atlassian.net

Set up JIRA integration within Suptask: 

Contact Suptask support to help you set up the JIRA Software integration in Suptask.

To use the integration:

  • Make sure you are within the Agent Responder channel
  • On one of the received tickets in the channel, add the :tornado: reaction emoji to the ticket message in the channel. See below for sample screenshot. 
  • This will trigger a selection where you can specify to what integration target you want to send the new ticket to
  • Use the placeholders to add in Suptask ticket information. Especially the ticketUrl placeholder is valuable as it takes you directly to the Suptask ticket in Slack as a reference.
    These placeholders include the Suptask ticket link, description, fields, ID etc. 
Example screenshot on adding the tornado to a ticket message in the Agent Responder channel:

After creating a related ticket in JIRA, the ticket message thread in Slack will receive the JIRA issue url, linking the both tickets together. 

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