Jira

Note: Currently this integration is for Jira Cloud. For Jira On-Prem users, we encourage the use of our Webhooks or our Report a Bug feature instead.

FullStory's integration with Jira makes it easy to create a new Jira ticket when you notice a bug or issue in a customer's session in FullStory. We'll automatically send all the details we have about the customer's session (including a link to the playback and the customer's URL, IP address, UserAgent, and Viewport details), making it faster and easier to understand and reproduce the customer's experience and start solving the problem.

Setting up the integration

  1. Log in to FullStory and go to Settings > Integrations > Manage.
  2. Click “Add” next to the Jira integration, then “Authorize” to set up the new integration.

     

    Screen_Shot_2021-08-23_at_10.41.30_AM.png
  3. Sign into Jira with your Atlassian credentials. Once signed in successfully, you’ll be returned to the FullStory integrations page.

     

    Screen_Shot_2021-08-23_at_10.42.27_AM.png
  4. Set the Project and Issue Type. When you share a FullStory note to Jira it will be for the project and as the issue type you indicate here. Then click Done.

    Note: If you're missing some Projects in the dropdown, scroll to the end of this article to see how to troubleshoot.

    Screen_Shot_2021-08-23_at_11.38.30_AM.png
  5. Now that you've enabled and set up the integration, when you make a note on a FullStory session, you'll see the option to share that note to Jira.

    step_9.png

  6. When you select Jira in the dropdown list, you'll see a new window where you can customize the content used to create the ticket. We'll automatically use your note text as the summary and we'll add all the session details to the description section of the ticket. You'll also need to set any required fields as you're creating the Jira ticket.

  7. Click Send and the ticket will be created in Jira. Look for the success notification in the bottom right hand corner.

    step_11.png

  8. You can then access the Jira ticket under the Notes tab. Simply click the Jira link, next to the "SENT" callout: 

    Screen_Shot_2020-12-02_at_3.36.34_PM.png
  9. Then click here in the notification in the bottom right of the screen to go directly to the ticket in Jira: 

    Screen_Shot_2020-12-02_at_3.36.45_PM.png


    Here is an example of what you will see in Jira:

    step_12.png

Updating your Default Settings

By default, all of your Jira notes will be sent to the Project you indicate and be set as the Issue Type you indicate during setup. You can change the default settings any time you need from FullStory settings. 

  • Navigate to Settings > Integrations > Manage.
    Screen_Shot_2021-09-04_at_12.11.11_PM.png
  • Next to Jira, click View.

    Screen_Shot_2021-08-23_at_11.37.08_AM.png
  • Use the pop-out menu to disable the integration or change the project or issue type.
  • The FullStory Jira integration does not attempt to connect FullStory users to their corresponding Jira user permissions. The integration connects to Jira with admin-like permissions. This means FullStory users who might not normally have Jira admin permissions to create certain issue types in certain project will be able to do so via the FullStory "send note" functionality. By default, this functionality only exists for the one project and issue type that is configured in the Jira integration, on our integration settings page. If however, the ability to change the Jira project and issue type is enabled during the "send note" process, FullStory users will be allowed to create any issue type in any project, thereby increasing the risk that they might be bypassing Jira security configurations.

Troubleshooting

  • The project I want doesn't appear as an option when configuring the integration (step 4 above)

Often, this is a permissions issue. The FullStory integration must have "create issues" permissions on any project that you want to use. To view or edit project-level permissions, go to [cog in the upper right]Projects tab → [click on a project]Permissions and then scroll down to "create issues".

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