How to connect the Jira integration
Last updated October 14, 2026
Overview
The Jira integration links tickets in Atlas with issues in Jira, so support and engineering stay in sync without manual follow-up. When an issue is marked as complete or canceled in Jira, the agent assigned to the linked ticket in Atlas is notified, and the ticket is re-opened if it was closed or snoozed.
You connect Jira by signing in to your Atlassian account and authorizing Atlas. You then choose which Jira teams to monitor, set a default Jira project, and optionally map Jira fields to Atlas ticket fields.
The Jira integration is a global setup: an Admin connects and configures it once for the whole workspace.
Key Features
- Ticket and issue linking: Link tickets from Atlas with issues in Jira.
- Automatic notifications: When a linked issue is marked as complete or canceled in Jira, the agent assigned to the ticket in Atlas is notified.
- Automatic re-open: If the linked ticket was closed or snoozed, it is re-opened when the Jira issue is completed or canceled.
- Monitored teams: Monitor "All Teams" or only "Selected Teams" in Jira.
- Default project: Specify a default Jira project for the integration.
- Field mapping: Use "Map new field" to map a Jira field (for example, "Issue Type") to an Atlas ticket field.
- Keyboard shortcut: In a ticket, press "Shift+J" to link a Jira issue.
How to connect the Jira integration
Use this guide to authorize Jira, choose which teams to monitor, set a default project, and map fields.
Connect your Jira account
- Go to the Jira integration page in "App Configuration" ("Integrate Jira with Atlas").
- Click "Connect to Jira".
- Sign in to your Atlassian account when prompted.
- Review the install location shown under "Install app on" (your Jira site) and the permission details.
- Review the access that Atlas is requesting from your Atlassian account, then click "Accept".
- You are returned to Atlas. The message "Jira app was connected successfully" confirms the connection.
Configure monitored teams and the default project
- Open the "Monitored Teams" dropdown (it shows "All Teams" by default) and choose an option:
- "All Teams": Atlas monitors all Jira teams.
- "Selected Teams": Atlas monitors only the teams you select. Open the teams dropdown and select one or more teams.
- Under "Default Project" ("Specify default Jira project"), open the "Select project" dropdown and choose a Jira project.
Map Jira fields to Atlas fields (optional)
- Click "Map new field". A new row appears with a "Jira" column and an "Atlas" column.
- On the Jira side, click "Select a field" and choose a Jira field. For example, "Issue Type".
- On the Atlas side, click "Select a field" and choose the Atlas field that should hold the value. For example, "ticket.custom_fields.status".
- Repeat for each field you want to map. To remove a mapping, click the "X" button on its row. For example:
| Jira field | Atlas field |
| Issue Type | ticket.custom_fields.status |
- Click "Save". The message "Jira app was updated successfully" confirms the configuration.
How to disconnect the Jira integration
- Go to the Jira integration page in "App Configuration" .
- Under "Danger zone", click "Disconnect Jira". Disconnecting Jira removes the integration with Atlas completely.
- Click "Confirm".
- The "Connect to Jira" button is shown again, so you can reconnect whenever you are ready.
FAQs & Troubleshooting
Why wasn't my ticket re-opened when the Jira issue was completed?
Check the following:
- The ticket is linked with the Jira issue.
- The issue was marked as complete or canceled in Jira.
- The ticket was closed or snoozed. Only closed or snoozed tickets are re-opened.
- The issue belongs to a team that Atlas monitors. If "Selected Teams" is set, check that the team is selected.
Who is notified when a linked Jira issue changes?
The agent assigned to the ticket in Atlas.
Why can't I find my project in the "Select project" dropdown?
If the dropdown shows "We were unable to find any results", no project matches your search. Clear the search and check that your Atlassian account has access to the project.
Why weren't my changes applied?
Changes apply only after you click "Save". Look for the message "Jira app was updated successfully".
Can I reconnect after disconnecting?
Yes. After you disconnect, "Connect to Jira" is shown again, and you can reconnect by authorizing your Atlassian account.