This guide covers the Jira Cloud configuration you need to complete before setting up the integration in Support Fusion. Jira connects through an OAuth authorisation rather than an entered API key.
Prerequisites
Access to a Jira Cloud instance (Classic or Service Management projects).
An Atlassian account with the permissions below.
Familiarity with Jira issue management and project access.
Step 1: Choose and prepare the integration account
The Atlassian account you authorise with becomes the account Support Fusion acts as, so all integration activity is attributed to it. A dedicated account is recommended, using a monitored email and a display name like Support Fusion Integration, which keeps integration activity separate from personal accounts. You can use an existing account instead, as long as it stays active.
Make sure the account has these Jira permissions:
Browse Projects, Create Issues, Edit Issues, and Add Comments, plus Create Attachments if you sync attachments.
For Service Management projects, also View Customers and View Organizations.
Grant the account access to every project you plan to sync. You can narrow which issues actually sync later with filters in Support Fusion, but restricting project access in Jira limits what the integration can reach at all.
Step 2: Connect Jira in Support Fusion
Because Jira uses OAuth, you grant access by authorising from within Support Fusion rather than copying a key.
In Support Fusion, go to Settings and select Jira (it may already be selected if chosen at registration).
Select Connect to Jira. You're redirected to Atlassian to complete the OAuth authorisation.
Sign in with the integration account from step 1. If the account has more than one Jira site, select the correct site.
Review the requested scopes (read and write access to issues, and read access to customer and organisation data for Service Management), then select Accept.
You're redirected back to Support Fusion. Select Test Connection to confirm it works.
Note: The connection test validates authentication but doesn't check every individual permission. Make sure the account has the permissions in step 1 for the integration to work fully.
Next steps
With Jira connected, see Jira integration for the project, issue type, and per-relationship settings.
Troubleshooting
Authentication failed. Confirm you signed in with the correct Atlassian account, that it's active and has access to your Jira site, and that you accepted the permissions.
Permission denied. Check the account's permissions against step 1, that it has the right project roles, that it can create and edit issues manually, and, for Service Management, that it can view customers and organisations.
Cannot access projects. Verify the account has access to the specific projects, with a role that includes the required issue permissions, and that each project is a Classic or Service Management type.
OAuth authorisation revoked. If access was revoked in Atlassian settings, reconnect by repeating step 2.
Wrong Jira site connected. If your account has multiple sites, disconnect and reconnect, taking care to select the correct site during authorisation.