The Jira integration is bidirectional (pushing issues from Planhat to Jira) for a limited set of fields (title, description, issue type and related companies), while the rest are unidirectional.
It syncs Issues from different Jira projects (Core and Software Projects supported) to Planhat, allowing you to find them in the corresponding Customer profiles.
Planhat also syncs Issues from Jira Service Desk. However, these are saved as tickets in Planhat (Conversations) since they are customer-facing records.
📌 Note: for full details on which fields can be synced bidirectonally, and how to sync them, see here.
Matching Jira Issues to Planhat Companies
Planhat is able to sync Issues to the correct company profiles if there is a field in both systems containing the same keyword(s).
🚀 Quick tip: unidirectionally, you can reuse the system fields provided by Planhat, External Id and Source Id, as well as any custom fields
Ideally, these fields should have the same type in Planhat and Jira (e.g. text). Read on to understand different field types and how to match based on custom fields.
Based on a text field
When you identify the associated customers to an Issue in Jira with a text field, it is likely that you are mapping multiple customers. Commonly, a comma (,) or a slash (/) are used to separate the keywords specific to each customer within that field.
Based on a multiple selection field
Another common example is the use of multiple selection or multipicklist fields in Jira to map the customer identifier keyword. These values are predefined as options of the field so the user can easily find them in the picklist.
Here's an example configuration using the "array of strings" option needed by the integration to correctly match multiple values from the Jira field to multiple companies in Planhat.
📌 Note: Right now Jira Next-Gen version does not support multi-select fields. So, to map these field types, feel free to revert to the Classic version or use a text field to map the company identifier separated by a specific character (as shown above).
Matching custom fields between Jira and Planhat
While issues added via Jira and sent to Planhat will sync custom fields, issues added via Planhat will not sync custom fields to Jira. The screenshot below shows an example mapping between custom fields in Planhat and Jira. It's important to ensure that the field types match between Jira and Planhat, to ensure the mapping occurs without errors. For example "ph text" and "Reporter" must both be Strings.
📌 Note: the Jira integration currently doesn’t support sync of custom fields between Jira and Planhat for tickets synced via JSM (Jira Service Management).
Finding Issues in Planhat
There are two ways you can easily find Issues synced from Jira in Planhat.
Data module - across all companies
The data module displays all synced Issues, regardless of whether they've been matched to a company.
🚀 Quick tip: create specific filters to help you separate the different types of Issues
Company profile
When Issues are matched to existing companies in Planhat, the Issues tab of the Company Profile will display all records updated or created in the past 3 years related to that customer. The counter next to the tab name indicates how many of those Issues are currently open.
🚀 Quick tip: you can classify Issues as Open in the corresponding section of the admin menu
Click here to read more about how to use the Issues object in Planhat.
Syncing from Planhat to Jira
As mentioned above, the Jira integration is bidirectional for some fields, meaning that it supports pushing from Planhat issues to Jira for: title, description, status, issue type and related companies. Additionally:
Related Companies
This field is updated in Jira only if either:
company nameis selected in all cases; orCompany External idfield is selected (only if the company has an External id)
📌 Note: updating the related end users field in Planhat issues will automatically update related companies in Planhat too. However, only related companies will sync to Jira, meaning that when you "Update" the issue, related end users will be cleared.
Currently, custom fields in Planhat cannot be synced to Jira.
Deleting Issues
In Planhat: if you delete an issue in Planhat, it will not be deleted from Jira. If you update a Jira issue previously deleted from Planhat, it will reappear in Planhat
In Jira: if you delete an issue in Jira, it remains in Planhat. If you update a Planhat issue previously deleted from Jira, you will receive an error
Benefits of Having Your Jira Issues in Planhat
There's several benefits to storing your issues in Planhat, here's a few examples:
📝 Use case: having all of the issues relating to a single customer in one central location makes it easier to prepare for meetings because you have all of the information you need at the tip of your fingers
📝 Use case: using automations, Planhat can create and update: tasks, playbooks, fields, trigger notifications, alerts and much more when a new issue has been created or if an existing issue gets updated, making sure you stay on top of problems as they arise.
📝 Use case: by accessing all relevant issues on each company profile in Planhat, you never lose sight of the bigger picture and save time otherwise spent searching through issues and projects in Jira.