Jira
Automatically create Jira issues from folder submissions using templates, labels, priorities, and custom fields.
Jira automations automatically create issues in your Jira workspace when recordings or captures are added to a folder. Convert customer bug reports, support tickets, and feature requests into trackable Jira issues with full technical context and attachments.
When to Use Jira Automations
Jira automations are ideal for:
Bug Report Tracking — Convert customer-reported bugs into Jira tickets with video evidence
Feature Request Management — Automatically create stories from customer feedback
Support Ticket Creation — Turn customer recordings into support issues
Cross-Team Collaboration — Link customer recordings to development and support workflows
Multi-Project Workflows — Route issues to specific projects and issue types
Custom Field Mapping — Populate Jira custom fields with recording data
Epic and Sprint Planning — Organize issues with epics and sprints
Jira vs. Linear/GitHub/Email
Use Jira when:
Your organization uses Jira for project management
You want automatic issue creation with full context
You need to organize issues by project and issue type
You want to use custom fields for tracking metadata
You need complex workflows and approvals
You're using Jira Service Management (JSM) for support
Use Linear when:
You prefer a faster, simpler issue tracker
You want cleaner UI and better performance
Use GitHub when:
Your team works in GitHub repositories
You want tight integration with code
Use Email when:
Recipients don't use Jira
You just need notifications
Prerequisites
Before setting up Jira automations:
Jira Account — Jira Cloud or Server instance with project access
Project Access — Admin or issue creation permissions in target projects
Screendesk Plan — Pro or Enterprise plan to enable automations
Folder — Created in Screendesk to trigger the automation
Authentication Methods
Screendesk supports two Jira authentication methods:
OAuth 2.0
Jira Cloud
Easy (recommended)
Higher
API Token
Jira Cloud/Server
Moderate
Good
Setup with OAuth (Recommended)
OAuth is the easiest and most secure method for Jira Cloud.
Connect Jira to Screendesk (First-time only)
Navigate to your integrations:
Click your avatar in the top right corner
Select Account Settings
Go to Integrations & Automations → Integrations
Find Jira in the list
Click Connect Jira
You'll be redirected to Atlassian to authorize access. You'll see the permissions Screendesk requires:
Create and read issues
Read projects and issue types
Manage attachments
Read users and assignees
Read workflows
Click Accept to proceed.
Atlassian Account Required
You must be logged into your Atlassian account with access to the Jira instance. If you don't see your instance, verify your account has the necessary permissions.
Review Jira connection status
After authorization completes, you'll return to Account Settings → Integrations.
You should see:
✅ Jira Connected with your Jira workspace URL
Your Jira instance name
Disconnect button (if you need to remove the integration)
Connection Verified
If you see your Jira instance URL, Jira is successfully connected. You can now create automations in any folder.
Select target project
Configure where issues will be created:
Project (required):
Select the Jira project where issues will be created
Only projects with issue creation access appear in the dropdown
If you can't find your project, verify you have access to it in Jira
Click Refresh to reload the project list
Note: Each automation targets one project. Create multiple automations for multiple projects.
Project Selection
If you don't see expected projects:
Ensure you have access to the project in Jira
Verify the project is active (not archived)
Click Refresh in the Jira integration settings
Re-save your automation
Select issue type
Configure what type of issue will be created:
Issue Type (required):
Select the issue type for new tickets: Bug, Task, Story, Support, or custom types
Available issue types depend on your selected project
Each issue type can have different required fields
Common issue types:
Bug
Technical issues and defects
Task
General work items
Story
Feature-related submissions
Support
Customer support tickets (JSM)
Subtask
Child issues under a parent
Custom
Your configured issue types
For support tickets, select Support if using Jira Service Management.
Issue Type Fields
Different issue types may require different fields to be filled. The automation will automatically request all required fields for your chosen issue type.
Configure issue summary (title)
Customize how issue summaries appear in Jira:
Default title template:
Example outputs:
Other title examples:
For bug reports:
For feature requests:
Including customer context:
For support tickets:
Title Length
Keep titles under 150 characters for clarity. Jira will truncate very long titles in list views.
View all available template variables →
Configure issue description
Create a rich issue description with recording context:
Jira uses wiki-style markup for formatting (not standard Markdown).
Default description template:
Example: Detailed bug report description
Example: Feature request description
Jira Text Formatting
Jira uses wiki-style markup:
Bold —
*text*Italic —
_text_Heading —
h2. TitleLink —
[text|url]Code —
{code}...{code}Table —
||header||List —
* item
Use wiki notation to format important information.
View all available variables →
Set priority level
Assign automatic priority to new issues:
No Priority
None
General items, low urgency
Lowest
Lowest
Minor improvements
Low
Low
Nice-to-have features
Medium
Medium
Standard bugs, regular features
High
High
Important bugs, urgent features
Highest
Highest
Critical bugs, blocking issues
Recommendations:
Bug Reports folder — Set to Medium or High
Feature Requests folder — Set to No Priority (triage later)
Critical Issues folder — Set to Highest
Support Tickets folder — Set to Medium
Issues can be re-prioritized in Jira after creation.
Avoid Over-Prioritization
Set automations to Medium or No Priority by default. Let your team manually adjust based on actual impact and customer tier.
Apply labels automatically
Organize issues with Jira labels:
To add labels:
Click + Add Label
Enter label text (create labels as needed)
Add multiple labels as needed
Suggested labels:
from-screendesk— Track all automated issuescustomer-reported— Mark customer submissionsneeds-triage— Flag for manual reviewbugorfeature-request— Categorize issue typecritical— For urgent folderscustomer-feedback— Specific to feature requests
Example configurations:
For bug reports folder:
For feature requests folder:
For critical issues folder:
Label Creation
Jira automatically creates labels when you add them. You don't need to create them in advance.
Assign team members (optional)
Auto-assign issues to team members:
Assignee dropdown:
Select specific team member
Or leave unassigned for manual assignment
Only active project members appear in the list
Assignee options:
Specific user
Unassigned (for triage)
Project lead
Component lead (if applicable)
Recommended approach:
Leave unassigned for most automations
Use assignee for on-call or urgent issues
Let team leads manually assign based on expertise
Example uses:
Assign critical bugs to on-call engineer
Assign feature requests to product manager
Leave general issues unassigned for triage
Rotating Assignees
Create multiple automations to rotate assignments:
Automation 1: Assigns to Engineer A
Automation 2: Assigns to Engineer B
Assign recordings to different automations manually
Configure custom fields (optional)
Map Screendesk data to Jira custom fields:
To add custom fields:
Click + Add Custom Field
Select the Jira custom field
Enter value or template variable
Repeat for additional fields
Example custom fields:
Customer Email
{{creator.email}}
Browser
{{recording.browser}}
Recording URL
{{item.url}}
OS
{{recording.os}}
Country
{{recording.country}}
Custom field mapping captures important metadata automatically.
Field Types
Different custom field types require different values:
Text fields: Plain text or template variables
Select fields: Must match one of the configured options
Date fields: Dates or relative dates
Number fields: Numbers only
Verify your custom field types before mapping.
Test the automation
Before activating, create a test issue:
Click Create Test Issue button
Check your Jira project for the new issue
Verify all fields populated correctly:
If something looks wrong:
Click Back
Update the settings
Click Create Test Issue again
Delete test issues in Jira: After verifying, you can delete test issues directly in Jira (they won't affect the automation).
Ready to Activate
Once testing passes, proceed to save.
Save and activate
Finalize the automation:
Click Save Automation
The automation is enabled by default
You'll see it listed in the folder's Automations tab
Status indicators:
✅ Green toggle — Automation is active
⚫ Gray toggle — Automation is disabled
You can disable/enable the automation anytime without deleting it.
From now on, every recording or capture added to this folder will automatically create an issue in Jira.
Automation Activity
View execution history:
Go to Account Settings → Automations → Execution Log
Filter by folder or automation type
See success/failure details for each execution
Setup with API Token
For Jira Server or if OAuth isn't available:
Generate API Token in Jira
Jira Cloud:
Click Create API token
Name it "Screendesk"
Copy the token to clipboard
Keep this token secure
Jira Server:
Go to your Jira profile settings
Navigate to Personal Access Tokens
Create a new token named "Screendesk"
Copy the token to clipboard
Token Security
Never share or commit API tokens to version control. Keep them secure like passwords.
Configure in Screendesk
Go to Account Settings → Integrations & Automations
Find Jira in the list
Click Connect Jira
Select Use API Token option
Enter:
Jira URL:
https://your-domain.atlassian.net(Jira Cloud) or your server URLEmail: Your Jira email address
API Token: The token you created
Click Connect
Finding Your Jira URL
Jira Cloud: https://your-workspace.atlassian.net Jira Server: Your organization's Jira server address
Template Variables
Use these variables in summary and description templates:
Item Information
{{item.title}}
Recording or capture title
"Checkout crashes"
{{item.url}}
Link to recording/capture
Full HTTPS URL
{{item.type}}
Item type
"recording" or "capture"
{{item.duration}}
Length in seconds
"45"
{{item.created_at}}
Submission timestamp
"Feb 6, 2026 at 2:30 PM"
Creator Information
{{creator.name}}
Person who submitted
"Alice Johnson"
Recording-Specific (if applicable)
{{recording.title}}
Recording title
"Checkout page error"
{{recording.url}}
Recording link
Full HTTPS URL
{{recording.browser}}
Browser info
"Chrome 121.0.6167"
{{recording.os}}
Operating system
"macOS 14.3"
{{recording.resolution}}
Screen resolution
"2560x1440"
{{recording.country}}
Geographic location
"United States"
{{recording.console_errors}}
JavaScript errors
Formatted list
{{recording.network_errors}}
Failed HTTP requests
Formatted list
Capture-Specific (if applicable)
{{capture.title}}
Capture title
"Bug description"
{{capture.url}}
Capture link
Full HTTPS URL
{{capture.type}}
Capture type
Screenshot or document type
Folder & Account
{{folder.name}}
Folder name
"Bug Reports"
{{account.name}}
Workspace name
"Acme Corp"
View complete variable reference →
Example Configurations
Example 1: Bug Tracking
Folder: Bug Reports Target: Report customer bugs to engineering team
Configuration:
Project
ENGINEERING
Issue Type
Bug
Priority
Medium
Labels
from-screendesk, bug, customer-reported
Components
Frontend
Assignees
(Unassigned)
Summary Template:
Description Template:
Result: Issues created with full bug context, ready for engineer triage and investigation.
Example 2: Support Tickets
Folder: Customer Support Target: Track customer-reported issues for support team
Configuration:
Project
SUPPORT
Issue Type
Support
Priority
Medium
Labels
from-screendesk, customer-reported
Assignees
Support Lead
Summary Template:
Description Template:
Result: Support tickets created with customer context, ready for support team triage.
Example 3: Critical Issues
Folder: Critical Bugs Target: Escalate urgent problems to on-call engineer immediately
Configuration:
Project
ENGINEERING
Issue Type
Bug
Priority
Highest
Labels
from-screendesk, critical, urgent
Assignees
On-Call Engineer
Summary Template:
Description Template:
Result: Critical issues immediately become high-visibility tickets assigned to on-call engineers.
Example 4: Feature Requests
Folder: Feature Requests Target: Track customer feature suggestions for product team
Configuration:
Project
PRODUCT
Issue Type
Story
Priority
No Priority
Labels
from-screendesk, feature-request, customer-feedback
Assignees
Product Manager
Summary Template:
Description Template:
Result: Feature requests flow directly to product team for evaluation and roadmap planning.
Attachments
Auto-attach Recording Link
Enable automatic attachment:
Edit the automation
Enable Attach Recording Link
Recording URL added as web link attachment
Attach Thumbnail
Attach recording preview image:
Enable Attach Thumbnail
Video preview image attached to issue
Attach Console Logs
Attach full console output:
Enable Attach Console Logs
Full console log attached as .txt file
These attachments help engineers debug issues more effectively.
Managing the Integration
View Integration Status
Check Jira connection status:
Go to Account Settings
Select Integrations & Automations
Find Jira in the integrations list
See connection status and instance information
Displayed information:
Connection status (Connected/Disconnected)
Jira instance URL
Authentication method (OAuth or API Token)
Disconnect Jira
Remove the Jira integration:
Go to Account Settings → Integrations & Automations
Find Jira
Click Disconnect
Confirm disconnection
What happens:
All Jira automations are disabled (not deleted)
Existing issues in Jira remain unchanged
Automations can be re-enabled by reconnecting
Update API Token
If using API Token authentication:
Go to Account Settings → Integrations & Automations
Find Jira
Click Update Token
Enter new token
Save
When to update:
Token expiration approaching
Token was revoked
Security best practices (rotate tokens periodically)
Refresh Projects
If Jira resources aren't loading:
Go to Account Settings → Integrations & Automations
Find Jira
Click Refresh
Projects and fields update immediately
When to refresh:
New projects created in Jira
Project access changed
Custom fields added
Issue types modified
Troubleshooting
Issues Not Creating
Symptom: Automations enabled but no issues appear in Jira
Solutions:
Missing or Incorrect Fields
Symptom: Jira issue created but fields are empty or wrong
Solutions:
Verify template syntax
Check summary and description templates:
Variables must be enclosed in double braces:
{{variable}}Variable names must be spelled exactly
No extra spaces or special characters
Use wiki markup for Jira formatting, not Markdown
Correct: {{item.title}} Incorrect: {{ item.title }} or {{item.Title}}
Wrong Project or Issue Type
Symptom: Issue created in wrong project or with wrong type
Solutions:
Open the automation settings
Verify Project dropdown shows correct project
Verify Issue Type shows correct type
Click Save to update
Create a test issue to verify
Note: Changes only affect new issues, not previously created ones.
Labels Not Applied
Symptom: Issue created but labels are missing
Solutions:
Verify labels are entered in the automation
Labels are created automatically in Jira
Check the issue in Jira to see if they were applied
Re-save the automation and test again
Custom Fields Not Populated
Symptom: Custom fields are empty in created issues
Solutions:
Assignee Not Applied
Symptom: Issue not assigned to selected team member
Solutions:
Verify the selected person is active in the Jira project
Inactive users can't be assigned to
Go to Jira project settings → Team members
Check if the person is still active
If inactive, select a different assignee
Unauthorized Error
Symptom: "401 Unauthorized" error when creating issues
Solutions:
For OAuth: Re-authorize Jira connection
Go to Account Settings → Integrations → Jira
Click Disconnect, then Connect Jira
Follow OAuth flow again
For API Token: Update or regenerate token
Generate new token in Jira
Go to Account Settings → Integrations → Jira
Click Update Token
Enter new token
Rate Limiting
Symptom: "Rate limit exceeded" error
Solutions:
Wait before retrying — Jira enforces rate limits; wait a few minutes
Space out automations — Don't trigger many automations simultaneously
Check Jira status — Verify Jira isn't experiencing issues
Contact Jira support — If limits are too restrictive for your use case
Best Practices
Use Consistent Summary Format
Keep naming conventions consistent:
❌ Inconsistent:
✅ Consistent:
Consistent naming makes issues easier to scan and search in Jira.
Set Appropriate Priority Levels
Match folder urgency to issue priority:
General Feedback
No Priority
Bug Reports
Medium
Feature Requests
No Priority
Critical Issues
Highest
Support Escalations
High
Don't over-prioritize. Let your team adjust based on actual impact.
Use Meaningful Labels
Create labels for quick filtering:
Organizational labels:
from-screendesk— Track all automated issuescustomer-reported— Issues from customersinternal-report— Issues from your team
Type labels:
bug,feature-request,enhancement,documentationperformance,security,ui,backend
Status labels:
needs-triage,blocked,duplicatecritical,high-priority,low-priority
Apply 2-4 labels per issue for effective organization.
Include Recording Links Prominently
Make accessing customer evidence easy:
❌ Buried:
✅ Prominent:
Put the recording link near the top where engineers will see it first.
Map Important Custom Fields
Capture metadata automatically:
This helps with reporting and filtering.
Use OAuth When Possible
OAuth is more secure and easier to maintain than API tokens:
Automatic token refresh
Better security (no token storage)
Easier to disconnect
No token rotation needed
Only use API tokens if OAuth isn't available.
Test Before Large Deployment
Before creating many automations:
Create one automation
Add a test recording
Verify in Jira
Check all fields are populated
Adjust templates as needed
Then create additional automations
Testing first saves time fixing issues later.
Monitor Automation Success Rate
Regularly check execution logs:
Go to Account Settings → Automations → Execution Log
Filter by Jira automations
Look for patterns in failures
Address common issues
Target success rate: 99%+
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