Jira Service Management - User Guide

In this article, you will understand step by step how to easily integrate with Jira Service Management

The integration with Jira Service Management will allow the Scytale platform to collect support tickets and SLA indications for each ticket, ensuring that the company is responding to tickets in accordance with their SLAs.

This will also reduce the manual work, time, and effort required to populate the necessary evidence for the control - as it will automatically be collected. 

How to connect Jira Service Management integration?

Step 1: Generate API token in Jira

  • Log in to your Atlassian account.

  • In the right corner above, click on your profile icon and select "Manage Account".

  • Go to the Security tab above. 
  •  Click on "Create and manage API tokens".
  • Click on "Create API token".
  • Add a label for the token and click "Create".
  • Copy the API token. 

Step 2: Log in to the Scytale web app

  • Click on the "Integrations" menu screen to the left.

  • Click on the "Connect" button under the Jira Service Management icon.

  • API Token - Paste the API token that was generated in Jira.

  • Domain URL - Paste your domain URL (It should look like this):

  • Email -  Enter the email address of the Jira user who generated the API token.
  • Connection Name - is used to differentiate between your connections.
    For instance, if you manage multiple accounts or would like to connect multiple times to the integration. It's automatically titled (Connection 1,2,3 etc), but you can change it to a custom name to make it easier to identify.
  • Click on "Connect".

Step 3: Project Selection

  • Select the Jira Service Management projects that are relevant to the audit. The support tickets will be collected automatically by the Scytale platform.

  • Note: if you don't select any projects, the connection will not be completed and we cannot collect any evidence.

Permissions for the integration with Jira Service Management:
The permissions will only give access to read and collect the support tickets in Jira Service Management in the relevant projects you have chosen i.e. the ability to fetch the support tickets and display them as evidence.

Scytale collects the evidence automatically with read-only permissions:

  • read:jira-work