Jira is a proprietary issue tracking product developed by Atlassian that allows bug tracking and agile project management.

With the Jira Outgoing Two-Way Sync integration, you will be able to create new Issues in Jira whenever a new incident is created on Zenduty. As this is a two-way integration, any update of status on Zenduty i.e. Acknowledged or Resolved will update the issue on Jira to the Pending or Resolved status, and vice versa, any action i.e. Pending or Resolve on Jira will update the incident on Zenduty to the Acknowledged or Resolved status.


This is a Jira Outgoing Two-Way Sync Integration, allowing you to create tickets/issues in Jira for every Incident created in Zenduty, with bidirectional status and notes synchronization across the platforms.

For other purposes, we also support:

  • The Legacy Jira One-Way integration - allowing you to only create incidents in Zenduty for tickets/issues created in Jira.
  • The Jira Cloud Marketplace Connection, enabling you to integrate your Jira instance with Zenduty on an account level, map Zenduty Services with Jira Projects, letting you create incidents in Zenduty for Jira Tickets/Issues AND create Jira Issues/Tickets for Zenduty Incidents with synchronized statuses and notes.

What can this Zenduty integration do for Jira users?

With the Jira Outgoing Integration, Zenduty creates new Issues in Jira whenever a new incident is created on Zenduty. Zenduty sends alerts to the right team and notifies them based on on-call schedules via email, text messages(SMS), phone calls(Voice), Slack, Microsoft Teams and iOS & Android push notifications, and escalates alerts until the alert is acknowledged or closed. Zenduty provides your NOC, SRE and application engineers with detailed context around the alert along with playbooks and a complete incident command framework to triage, remediate and resolve incidents with speed.

Zenduty will create issues in Jira when a new Incident is created on Zenduty. The issue would then be in sync with Zenduty’s Incident, allowing for a two-way sync beween the issue’s status and notes on Zenduty and Jira both.

You can also use Alert Rules to custom route specific Jira ticket alerts to specific users, teams or escalation policies, write suppression rules, auto add notes, responders and incident tasks.

Important notes before integration

  • For Jira cloud installations, authentication(Basic) happens through a Email+Access Token combination.

  • For Jira server installations, authentication(Basic) happens through a Username+Password combination. You can create a dedicated “zenduty” user to take actions on the Jira server. You need to ensure that your Jira server URL is accessible from the internet.

To integrate Jira with Zenduty, complete the following steps:

In Zenduty:

  1. To add a new Jira integration, go to Teams on Zenduty and click on the team you want to add the integration to.

  2. Next, go to Services and click on the relevant Service.

  3. Go to Outgoing Integrations and then Add New Outgoing Integration. Give it a name and select the application Jira(Two-Way) from the dropdown menu.

  4. Go to Configure under your Outgoing Integrations.

  5. There are Several fields to be added here, starting with the Jira URL. This can be obtained by checking the URL of your Jira Domain.

    For example -

    • In case your Jira is a Private installment(Jira server), enter the URL of your Jira server. Make sure the URL contains a trailing slash when you input in the form.
  6. In the case of a Jira Cloud instance, enter the email to which your Jira Domain is linked to. In the case of a Jira server instance, enter your Jira username instead of your email. We recommend you should create a dedicated account in Jira for ‘Zenduty’ as a user.

  7. Next, the Project ID/Project Key, which can be found at the Project table in Jira under Key for the project you want to implement Jira with. For example, your project key may look something like - ACME, TES, INC or something else

    You can also get it from your URL -

  8. Next we need the Jira API key(in the case of Jira cloud), this can be obtained by :
    • Logging in to
    • Click Create API token.
    • From the dialog that appears, enter a memorable and concise Label for your token and click Create.
    • Click Copy to clipboard, then paste the token.

    In the case of Jira server, enter your Jira account password in the token field.

  9. Then click on the Authenticate button next to the API key insert field, this would autheticate the key and also bring in the Issue Types that are linked to the project inserted.

  10. Next select the Issue Type the Jira Issue should be regarded as, the different types of Issue types can be found in the drop down menu after autheticating the JIRA API key.

  11. Proceed by clicking Save & Next

  12. Next, Incident Response Mapping is needed. Map the appropriate incident status to the listed statuses that Jira can transition the issue into.

  13. Similarly, Issue mapping is also needed for the 2-Way synchronisation between Zenduty and Jira. Map the Issue statuses to the Incident statuses so issues can trigger a transition in status in the linked incident.

    Do watch out for cyclic mapping of the incidents.

    • For advanced use cases, like in the case of integrating with the Epic issue type, there would be a need for custom field mapping (for example, “Epic Name”). It is disabled by default but once enabled, map the fields to the dynamic inputs that are provided to form the fields for the message to be sent to Jira.

    • On the resolution of an incident, Jira and Zenduty notes can be synced if the following option is enabled.

  14. Proceed by copying the generated Webhook URL to be added to Jira.

In Jira:

  1. Log in to your Jira account.

  2. Go to settings and then click System. Scroll Down towards Webhooks

  3. Click on Create a WebHook.

  4. Add a Name for the Zenduty Webhook and paste the Generated Webhook URL that was copied earlier.

  5. Under Issue related Events make sure the Issue Created and Issue Updated checkbox is ticked.
    • If you want the comments within your Jira tickets automatically be added as notes on Zenduty, also check the Comment Created checkbox.
  6. To make the process only applicable to the current Project selected, set the JQL to point the project to the Project that is selected.
    • This can be done using the JQL, “project={Insert Project Name}”, if the project exists, there would be a dropdown menu that would pop up.
  7. Scroll down and Save to create the Webhook.

Respond to Jira Outgoing(2-Way Sync) Integration alerts faster

Looking for a better way to get real-time alerts from Jira Outgoing(2-Way Sync) Integration, setup a solid incident escalation and incident response pipeline and minimize response and resolution times for Jira Outgoing(2-Way Sync) Integration incidents?

Signup for a free trial

Copyright © 2023 Zenduty