Jira

FullStory’s Jira integration gives every individual user in an org the ability to create a Jira ticket when they notice a bug or issue in a customer's session in FullStory. This ensures all FullStory users within an org can maintain and manage their own Jira integration. When creating a ticket through 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.

Installation

To enable and set up the integration in individual access mode, an admin or architect will need to do the following:

1. Log in to FullStory
2. Navigate to Settings > Integrations > Manage
3. Click the Install button next to Jira
   

After it’s installed, each user can manage their own integration by doing the following:

1. A box on the right side will prompt you to authorize Jira. Click “Connect” and enter your Jira workspace domain name on the following screen.
   
   
2. Sign into Jira with your Atlassian credentials. Once signed in successfully, you’ll be returned to the FullStory integrations page.
   
   
3. Now, FullStory has permission to send tickets to Jira and you'll be able to choose the project and issue type where FullStory sessions will be shared. This is also where you’ll enable and disable the integration.

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

Send a Note in Session Replay

After you've enabled and set up the integration, you'll see the option to share that note to Jira when viewing a session.

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.

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

You can then access the Jira ticket under the Notes section. Simply click the Jira link, next to the "Send to:" callout: 

Then click here in the notification in the bottom right of the screen to go directly to the ticket in Jira: 


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

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
  
• Next to Jira, click Manage.
  
• Use the pop-out menu to disable the integration or change the project or issue type.

• When using global access mode, the FullStory Jira integration does not attempt to connect FullStory users to their corresponding Jira user permissions. When a FullStory admin installs the Jira integration using global access, all users in the account can send notes using that admin's Jira identity. If that user lacks certain permissions, so will all other users in their FullStory account when using the Jira integration. The permissions of the user who installed Jira are not elevated; only the permissions of other users that match the connecting user's permissions will be. If the Admin enabled the ability to change Jira project and issue type (during the "send note" process), FullStory users can create any issue type in any project accessible to the Admin who installed the integration. In individual access mode, the FullStory user's permissions in Jira will match their permissions in FullStory as they configure the integration for their user seat.

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".

• The project specified does not support unassigned issues or default assignee does not have proper permissions
  
  

  Make sure that the admin who configured the integration or the user sending the notes (depending on whether the org is using individual auth for integrations) has the "create issues" permission in JIRA for the corresponding project:
  
  In JIRA, make sure that the project and the corresponding "issue type" (as seen in the send note modal), has all the required fields in JIRA > your_project_name > project settings > issues > screens. (steps listed above)

Jira On-Prem

For Jira On-Prem users, follow the below instructions:

1. Determine desired Event in FullStory as Webhook Trigger
2. Use Jira Automation or similar middleware to create an HTTP endpoint to be used with FullStory Webhooks.
   
3. Create a new webhook in FullStory.
   • Add HTTP endpoint created earlier.
   • Select Event in webhook to use as trigger/firing condition.
   • Enter a Secret (if required) and provide to customer as handshake confirmation that the HTTP request is coming from FullStory.
     • If endpoint service requires Basic or Bearer token auth then that value should be entered in the Secret field.
       
4. Save webhook.
5. Conduct test event(s) to validate webhook is firing as expected and endpoint is returning a 200 Success response.
   
   
   

Converting access mode for your Jira integration

FullStory’s Jira integration offers global access or individual access. When the integration is in global access mode, all options are managed by admins, then applied to every user within an org. In individual access mode, all FullStory users within an org can configure their own integration. 

By default, individual authorization is turned on. To change it, an admin can go to Settings > Integrations > Manage > Jira.

With individual access, users will need to connect it within their own settings, through the same flow (Settings > Integrations > Manage > Jira). Once connected, the integration can be configured following the same instructions at the beginning of this article.