Skip to main content
Connect to Jira Service Management using OAuth authentication
This guide walks you through connecting to your JSM instance to enable configuration management and status mapping.

​
Prerequisites

Before you begin, ensure you have:
  • Admin access to your Jira Service Management instance
  • JSM instance with active projects and request types

​
Setup guide

1

Navigate to integrations

  1. Go to Settings > Integrations
  2. Find Jira Service Management in the Ticketing section
2

Select JSM integration

Click Connect on the Jira Service Management integration card
3

Authorize with Atlassian

  1. You’ll be redirected to Atlassian’s authorization page
  2. Select your JSM instance from the dropdown
  3. Review the requested permissions:
    • Read and write requests
    • Read projects and request types
    • Read and write comments
  4. Click Authorize to grant access
4

Complete setup

After authorization, you’ll be redirected back with the integration connected

​
Troubleshooting

Cause: Insufficient permissions or expired sessionSolution:
  • Ensure you have admin permissions in JSM
  • Try disconnecting and reconnecting the integration
  • Clear browser cache and retry authorization
  • Verify your JSM instance is accessible
Cause: Permission issues or integration configuration problemsSolution:
  • Verify your JSM user has access to the projects
  • Check that project permissions allow API access
  • Refresh the integration connection
  • Ensure the authorized user has project admin access
Cause: Request types not accessible or integration needs refreshSolution:
  • Refresh the integration by disconnecting and reconnecting
  • Ensure the JSM projects have active request types
  • Verify the authorized user has access to request type configuration
  • Check request type permissions in JSM
Cause: OAuth authorization missing required permissionsSolution:
  • Verify the OAuth authorization granted all required permissions
  • Re-authorize the integration with full permissions
  • Check JSM instance settings for app restrictions
  • Ensure the user has JSM admin access

​
Features

Once connected, you can configure JSM settings:
https://mintcdn.com/ravenna/sHkIxR1kZRcsw3Gd/icons/jsm.svg?fit=max&auto=format&n=sHkIxR1kZRcsw3Gd&q=85&s=f5485a0e7dbe110f2309dd76196e395f

JSM Configuration

Configure status mapping between ticket statuses and JSM workflow states for consistent terminology