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Jira integration setup guide

This document outlines the required Jira configuration steps to enable integration with Support Fusion. Complete these steps in your Jira Cloud instance before configuring the connection in Support Fusion.

Prerequisites

  • Jira Cloud instance access (Classic or Service Management project types)

  • Atlassian account with appropriate permissions

  • Understanding of Jira issue management and project access

Step 1: Identify Integration User Account

The Atlassian account you use to authorise the integration will be the account that Support Fusion uses to authenticate with your Jira instance and perform all integration activities. Any actions performed through the integration (such as creating, updating, or commenting on issues) will appear in Jira audit logs and activity feeds as being performed by this user.

1.1 Choose Your Integration Account

You have two options for the integration user:

Option 1: Dedicated Integration Account (Recommended)

  • Create a new Atlassian account specifically for the Support Fusion integration

  • Email: Use a monitored email address (e.g., [email protected])

  • Display Name: Support Fusion Integration

  • This approach provides clear audit trails and separates integration activity from personal accounts

Option 2: Existing User Account

  • Use an existing Atlassian account that has the necessary permissions

  • Ensure this account will remain active and accessible long-term

  • Note that all integration actions will be attributed to this user

1.2 Configure User Permissions

Ensure the chosen user account has the following permissions in Jira:

Required Issue Permissions:

  • Browse Projects: Required to view and access project issues

  • Create Issues: Required to create new issues from synchronized tickets

  • Edit Issues: Required to update existing issues with synchronized changes

  • Add Comments: Required to sync comments between platforms

  • Create Attachments: Required to sync attachments (if applicable)

For Service Management Projects (if applicable):

  • View Customers: Required to access customer information

  • View Organizations: Required to access organization data for proper ticket assignment

1.3 Set Project Access

Configure the user's access to Jira projects based on your synchronization requirements:

  1. Navigate to Project Settings for each project you want to sync

  2. Ensure the integration user has access to the relevant project(s)

  3. Verify the user has the appropriate project role with the permissions listed in Step 1.2

Access Recommendations:

  • Grant access to all projects you plan to use with Support Fusion

  • You can define specific project and issue filters in Support Fusion to control which issues actually get synchronised

  • Restricting project access at the Jira level limits which projects Support Fusion can interact with

Step 2: Configure Support Fusion Integration

Once you have identified and configured your integration user account, proceed to configure the integration in Support Fusion:

2.1 Access Platform Configuration

  1. Log into Support Fusion

  2. Navigate to Settings in the sidebar

  3. If Jira was selected during registration, it will be pre-selected. Otherwise, select Jira from the platform dropdown

2.2 Authorise the Connection

  1. Click the Connect to Jira button

  2. You will be redirected to Atlassian to complete the OAuth2 authorization

  3. Log in using your chosen integration user account from Step 1.1

  4. After logging in, you'll see the permission request screen showing the specific scopes that Support Fusion requires:

    • Read and write access to Jira issues

    • Read access to customer and organization data (for Service Management projects)

    • Other required API scopes for full integration functionality

  5. Review the requested permissions carefully

  6. Click Accept or Allow to grant Support Fusion access

  7. You will be automatically redirected back to Support Fusion

2.3 Test the Connection

  1. Once redirected back to Support Fusion, locate the Test Connection button

  2. Click Test Connection to verify the integration

  3. A successful test confirms:

    • Authentication is working correctly

    • Support Fusion can communicate with your Jira instance

    • The OAuth token is valid

Note: The test connection validates authentication but does not verify all individual permissions. Ensure you've configured the user permissions as outlined in Step 1.2 for full integration functionality.

Troubleshooting

Authentication Failed

  • Verify you logged in with the correct Atlassian account during OAuth authorization

  • Confirm the user account is active and has access to your Jira site

  • Check that you accepted the permissions during the OAuth flow

Permission Denied Errors

  • Review the user permissions match those listed in Step 1.2

  • Ensure the user has appropriate project roles in the projects you want to sync

  • Verify the user can create and edit issues manually in Jira

  • For Service Management projects, confirm the user has customer and organization view permissions

Cannot Access Projects

  • Verify the integration user has been granted access to the specific project(s)

  • Check the user's project role includes the required issue permissions

  • Ensure the project is a Classic or Service Management project type

OAuth Authorisation Revoked

  • The user or administrator may have revoked OAuth access in Atlassian settings

  • Navigate to your Atlassian account settings and verify Support Fusion is authorised

  • If revoked, repeat Step 2.2 to re-authorise the connection

Wrong Jira Site Connected

  • If you logged in with an account that has access to multiple Jira sites, you may have selected the wrong site during authorisation

  • Disconnect and reconnect, ensuring you select the correct Jira site when logging in

Resources

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