Overview

The Jira integration connects AutoElevate to your Jira site so that elevation activity is tracked as Jira issues. Each elevation request and elevated session becomes an issue in the project you choose, the issue moves through your workflow as technicians act on the request, and notes from AutoElevate are added as comments.

It supports Jira Cloud and Jira Data Center (self-hosted). Setup takes a few minutes in the AutoElevate Admin Portal once you have a Jira API token.

Beta. The Jira integration is in beta. Jira Cloud is the primary supported path. Jira Data Center has not been tested yet. If you have issues setting it up, contact Support.

 

What the Integration Does

Issues Created

• Elevation Request: created when a user requests elevated rights. Includes the application details and security check results.
• Elevated Session: created when a user requests a temporary elevated session, before a technician approves it.
• Technician Mode and Just-in-Time Log In approval requests also create an issue.

Issues are created in your default project with the issue type, priority, and labels you choose during setup. Companies linked to a Jira project get their issues in that project instead (see Linking Companies to Jira Projects).

Issue Updates

• When a technician approves or denies a request, or the request completes, AutoElevate moves the issue to the Jira status you mapped for that outcome.
• If an approved app's file cannot be found on the computer, AutoElevate moves the issue to the status mapped for Client Follow-Up Needed and adds a comment.
• Notes and time entries from AutoElevate are added to the issue as comments.

In this example, an approved request moved to Done and has the autoelevate label.

Data Included in Issues

• Summary: a one-line description of the request (Jira limits it to 255 characters, so long summaries are shortened).
• Description with these sections: Admin Portal link, the user's explanation, general information (user, computer, company, and location), application information (name, publisher, path, hash), and security check results.

Before You Begin

You need a Jira account for AutoElevate to act as, and a token for it. Issues are created and updated as this account, so give it a dedicated name (for example AutoElevate Integration).

Jira Permissions

The account needs these project permissions in the default project and in every project you link a company to. On Jira Cloud and Data Center they are set in the project's permission scheme; a Jira administrator can grant them through a project role.

No administrator or global permission is required. If you set a Priority or Labels in Step 2, those fields must be on the issue type's Create Issue screen, or Jira rejects the issue.

For a scoped API token (Atlassian service account), the token also needs these scopes: read:jira-work, write:jira-work, and read:jira-user. A classic API token or a Data Center Personal Access Token has no scopes; it carries the account's own permissions.

Jira Cloud

Choose one of these:

• Service account with a scoped API token (recommended). Atlassian recommends a service account for integrations: it is not tied to a person and does not leave when an employee does. In Atlassian Administration, go to Directory → Service accounts, select the service account (or create one), then select Create credentials → API token. Set an expiry (up to 365 days) and choose the scopes listed under Jira Permissions; scopes cannot be changed after the token is created. The scope list is long (526 scopes): search read:jira and select read:jira-user and read:jira-work, then search write:jira and select write:jira-work. Your selections stay checked when you search again. Do not select the Rovomcp agent-interface scopes. Before you create the token, check that the review page lists all three scopes; if one is missing, go back and add it. Give the service account access to the projects AutoElevate should use. You will leave the Email field blank in AutoElevate.

  

  

  

• A user's API token. Sign in to Jira as the user AutoElevate should act as, go to id.atlassian.com → Security → API tokens, and create a token. You will enter this user's email address and the token in AutoElevate.

API tokens expire. Atlassian limits API tokens to a maximum lifetime of one year and does not extend them. When the token expires, AutoElevate stops creating issues until you enter a new token. Set a reminder to rotate the token before it expires.

 

Jira Data Center

Sign in to Jira as the account AutoElevate should act as, open the account's profile, and create a Personal Access Token. Your Jira Data Center site must be reachable over HTTPS from the internet. Use the full host name, for example https://jira.yourcompany.com; a short name such as https://jira is refused. Jira Data Center 8.4 or later is recommended; older versions work but cannot load a very large project list.

AutoElevate Admin Portal Setup

The Jira connection is set up once for your organization. It is not configured per company.

Accessing the Integration Setup

1. Sign in to the AutoElevate Admin Portal.
2. Go to Settings. Under General Info, next to Ticketing System, click Start Setup. If a ticketing system is already set up, click Edit instead. The Type cannot change while another ticketing system is set up; delete the current setup first. If no Edit button shows (for example, with ConnectWise), contact CyberFOX Support. You need a role that can edit Global settings.

3. Under Type, select Jira (Beta). The setup panels open below.

Step 1 — Site & API Credentials

1. Deployment: choose Jira Cloud or Jira Data Center (self-hosted).
2. Site URL: your Jira address.
   • Cloud: https://yourcompany.atlassian.net
   • Data Center: the base URL of your Jira server, including any context path, for example https://jira.yourcompany.com
3. Email (optional) (Cloud only): the Atlassian account email the API token belongs to. Leave it blank for a service account token.
4. API Token (Cloud) or Personal Access Token (Data Center): paste the token. It is stored encrypted and is never shown again. When you come back to edit other fields later, leave this blank to keep the saved token.
5. Proxy URL (optional): only if AutoElevate must reach your Jira site through an HTTP proxy, for example http://myproxyservices.com. Proxies that require a username and password are not supported.
6. Click Save Credentials. AutoElevate verifies the token against your Jira site before saving it, then loads your projects and priorities.

If verification fails, the message appears under the field it is about: a wrong address under Site URL, a rejected token under API Token. See Troubleshooting.

If a service account token does not have the read:jira-work scope, Save Credentials passes. Then a pop-up shows "401 Unauthorized; scope does not match" while AutoElevate loads projects. Create a new token with all three scopes.

Step 2 — Project, Issue Type, Priority & Labels

1. Default Project: the project that receives issues for companies that are not linked to their own project.
2. Issue Type: the issue type AutoElevate creates, from the types available in that project. Subtask types are not offered. Changing the project clears the issue type and status mappings.
3. Priority (optional): leave it as Use the project default or choose one.
4. Labels (optional): added to every issue. The default is autoelevate. Separate multiple labels with commas; Jira labels cannot contain spaces.
5. Click Next.

Step 3 — Status Mapping

Map each AutoElevate outcome to a status in the chosen issue type's workflow. New issues always start in the workflow's initial status (for example To Do), so there is no mapping for new requests.

• Approved 1 Time
• Approved Rule Made
• Denied 1 Time
• Denied Rule Made
• Client Follow-Up Needed
• Completed

Every mapping is optional. An outcome left as Leave unchanged does not move the issue. Click Done to finish.

Tip: A simple mapping that works with the default Jira workflow is Approved 1 Time, Approved Rule Made, Denied 1 Time, Denied Rule Made, and Completed → Done, and Client Follow-Up Needed → In Progress. Client Follow-Up Needed means the agent could not find the approved app's file on the computer.

 

Linking Companies to Jira Projects

Jira has no company record, so AutoElevate links a company to a Jira project instead. Linking is optional: unlinked companies use the default project from Step 2. Link companies when you keep one Jira project per client.

1. Make sure a Jira project exists whose name or key matches the company name in AutoElevate (capitalization does not matter), and that the account from Step 1 can create issues in it.
2. In the Admin Portal, go to Companies.
3. Tick the checkbox next to the company, open the actions menu (the + button above the list), and choose Ticketing System → Link.
4. Confirm the link. AutoElevate finds the Jira project whose name or key matches the company name; you do not pick the project. Use Ticketing System → Remove Link to undo.

The Linked to Ticketing System? column shows whether the company is linked. If no project matches, AutoElevate shows no message, and the company stays unlinked. Refresh the list and check the Linked to Ticketing System? column. If it shows No, rename the Jira project or the AutoElevate company so they match, then link again.

The issue type, priority, and status mapping from setup are applied to linked projects too. A linked project must offer the same issue type and priority, and its workflow must have the mapped statuses, or issue creation and updates for that company fail. Computer, user, and location linking are not available for Jira.

Best Practices

• Use a service account (Cloud) or a dedicated integration account (Data Center) rather than a person's account.
• Grant the account only the projects AutoElevate needs.
• Keep a dedicated Jira project for AutoElevate, or one project per client with names that match your AutoElevate company names.
• Keep the autoelevate label so AutoElevate issues are easy to filter and report on.
• Record the token's expiry date and rotate it before Atlassian expires it.
• Test with one company first and confirm an issue appears and transitions before rolling out.

Troubleshooting

"Jira rejected the credentials"

The message depends on how the integration is set up:

• With Email filled in: "Jira rejected the credentials. Verify the site URL, email, and API token."
• With Email blank (service account): "Jira rejected the credentials. Verify the site URL and API token."
• On Data Center: "Jira rejected the credentials. Verify the site URL and Personal Access Token."

The token is wrong, expired, revoked, or belongs to a different email address. Create a new token and enter it again. For a service account token, leave Email blank. A service account token without the read:jira-user scope also gives this message.

"Site URL did not answer as a Jira site"

The address has a typo, is not reachable from the internet, or is not a Jira site. Jira Cloud addresses end in atlassian.net. For Data Center, include the full base URL with any context path and make sure it answers over HTTPS. The rest of the message shows what the address returned.

"API Token is required. A saved token is only kept for the same site URL."

You changed the Site URL and left the token blank. A saved token is only reused for the site it was verified against. Enter the token for the new site.

"Jira Data Center returned too many projects to load in a single request"

Your Jira Data Center version is older than 8.4 and the account can see more projects than fit in one response. Upgrade Jira Data Center, or reduce the number of projects the integration account can browse.

Issues are not created with a service account token

The token may not have the write:jira-work scope. Setup still passes, and the Admin Portal shows no error. Create a new token with all three scopes.

Issues are created but never change status

The mapped status is not reachable from the issue's current status in your workflow, or a transition requires a field (such as a resolution) that AutoElevate does not set. These failures are not shown in the Admin Portal; contact CyberFOX Support for the reason Jira gave. Adjust the workflow or the mapping. For a company-linked project, remember that the status mapping was built against the default project; the linked project's workflow needs equivalent statuses.

Issue creation fails for one company

The company is linked to a project that does not offer the issue type or priority chosen in Step 2. CyberFOX Support can see the error, which names both projects. Add the issue type or priority to the linked project, or remove the link so the company uses the default project.

Issues are not created after setting a Priority or Labels

The Priority (or Labels) field is not on the Create Issue screen for the issue type AutoElevate uses, so Jira rejects the issue with "Field 'priority' cannot be set. It is not on the appropriate screen." Ask your Jira administrator to add the field to that screen, or clear the Priority or Labels setting in Step 2.

Site URL "must be a Jira Cloud site"

With Jira Cloud selected, the Site URL must be your *.atlassian.net address, for example https://yourcompany.atlassian.net. Custom domains are not supported. If your Jira runs on your own server, select Jira Data Center (self-hosted) instead.

"Site URL is an invalid format."

The Site URL must start with https://. For example, http://yourcompany.atlassian.net is refused; use https://yourcompany.atlassian.net.

Issues are not created or updated in one project

The integration account is missing one of the project permissions listed in Jira Permissions for that project. This is common when a company is linked to a project the account was never added to. Grant the permissions in that project and try again. If issues still fail, contact CyberFOX Support for the reason Jira gave.

Issues stopped being created after working for months

The API token has most likely expired. Create a new token in Jira and enter it in Step 1 (Edit Credentials).

Known Limitations

• Jira Service Management Organizations are not used. If you run one service desk project with an organization per customer, all issues land in that project without a customer organization.
• Computer, user, and location records are not linked to Jira. Location appears as text in the issue description.
• Technician Mode ticket selection is not available with Jira.
• Proxies that require authentication are not supported.
• Jira Cloud custom domains are not supported; enter your *.atlassian.net address.

Related Articles

• ServiceNow Ticketing System Integration Setup
• Freshservice Ticketing System Integration Setup
• Halo PSA - API Application for AutoElevate Integration Setup
• Technician Mode Ticketing
• PSA Ticketing System Integrations