Znuny & JIRA Integration Extension – Connect Service Desk and Development

Summary: The Znuny & JIRA Integration Extension connects your help desk with Atlassian JIRA. It links support tickets to JIRA issues, enabling faster escalations, transparent tracking, and complete traceability across customer service and development teams.

Why This Integration Matters

Customer-facing issues often require fixes in development systems. Without integration, agents must manually re-enter data into JIRA, causing delays and inconsistencies. The Znuny–JIRA Integration eliminates silos, ensuring both teams work with synchronized and up-to-date information.

• Faster escalations
  create JIRA issues directly from Znuny tickets
• Traceability
  link support tickets to JIRA stories, tasks, or bugs
• Transparency
  see JIRA status updates in Znuny without leaving the service desk
• Compliance
  maintain audit-ready records across both systems

What Does the Integration Offer?

The extension provides a robust synchronization layer between Znuny tickets and JIRA issues.

• create JIRA issues (Bug, Story, Task) from Znuny with one click
• map Znuny fields (priority, queue, SLA) to JIRA fields (priority, project, sprint)
• sync JIRA status changes back into the related Znuny ticket
• link multiple Znuny tickets to a single JIRA issue
• log all synchronization actions for audit and compliance

Key Features:

• One-click escalation
  turn tickets into JIRA issues directly from Znuny
• Bidirectional sync
  keep tickets and issues aligned across both systems
• Flexible mappings
  configure custom field mappings and workflows
• Role-based access
  define which agents can create or link JIRA issues
• Audit trail
  every sync action is stored in ticket history

Why Use Znuny–JIRA Integration?

This integration strengthens collaboration between service and development teams:

• Improved collaboration
  agents and developers share the same context
• No duplicate work
  data flows seamlessly without re-entry
• Traceable lifecycle
  track each issue from first report to resolution
• Customer satisfaction
  deliver faster responses on development-related requests

Workflow Example

1. A customer submits a ticket that requires development support
2. The agent escalates the ticket to JIRA with a single click
3. A JIRA issue is created and linked back to the ticket
4. Developers update the JIRA issue (e.g., set status to “In Progress”)
5. Status updates are synchronized back into Znuny, keeping agents and customers informed

Prerequisites

• An available JIRA test instance (Server, Data Center, or Cloud)
• For JIRA Cloud: access to the Atlassian REST API with OAuth2 or API tokens
• For JIRA Server/Data Center: enabled REST API endpoints and valid credentials
• A Znuny/OTRS system with administrator rights to install and configure the integration
• Configured JIRA permissions for creating and editing issues in target projects

Conclusion

The Znuny & JIRA Integration Extension streamlines collaboration between customer service and development. It accelerates escalations, ensures traceable workflows, and delivers transparency for both agents and engineers.

Get started today and connect your Znuny service desk with Atlassian JIRA for seamless, bidirectional collaboration.

FAQ

Does it support all JIRA issue types?

Yes. Bugs, Stories, Tasks, and custom issue types can be created from Znuny tickets.

Is the integration bidirectional?

Yes. Ticket updates sync into JIRA, and JIRA status changes flow back into Znuny.

Can I configure custom field mappings?

Yes. Administrators can map Znuny fields to JIRA fields for maximum flexibility.

Are actions logged?

Yes. Every escalation and synchronization is logged in ticket history.

Is this extension compatible with Znuny and OTRS?

Yes. It works in Web – Znuny / OTRS without modifying core files.