Jira Cloud

Jira delivers a cloud-based platform that teams use to plan, track, release, and support software. Jira gives you high availability and disaster recovery, so no request goes unresolved. Use xMatters to keep track of your important issues and incidents, and automatically notify the right people whenever an issue needs attention.

xMatters automates communications by integrating people into your toolchains so you can proactively prevent outages, rapidly engage resolvers, manage major incidents, and keep stakeholders informed.

Do more with this integration

Incorporate this integration into your orchestrated incident resolution workflows with Flow Designer. After you create a configuration, the Flow Designer tab appears. From there, you can build your flows — add new response options, connect to other apps, or even create new xMatters alerts based on activities in the flow — enriching the information injected by this integration along the way.

Are you looking to integrate Jira Cloud steps into your automated toolchain in Flow Designer? Check out these instructions instead.

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Get started with Jira Cloud


Important information for existing integrations

Jira is changing what user information it returns in requests to its API, introducing an account ID as the primary identifier for users rather than a username or user key. We have updated our integration to support these changes. However, to ensure an integration continues to function as expected, you need to make sure you have a "Jira SD User ID" custom field in xMatters and that it is populated with users' Jira account ID.

How to set up a Jira integration

There are three steps to setting up the integration: create the configuration, add a Jira SD User ID field in to match an xMatters user ID to a user in Jira, and install the integration in Jira Cloud.

Create the configuration

After you give your configuration a name and description, type a name to use when sending alerts (so you can easily tell which configuration or integration the alerts are from), and add all of the people or groups you want to be notified.

Once you save the configuration, xMatters displays the hostname you need to configure Jira:

When you install the xMatters add-on in Jira, use this URL as the value for the "xMatters Hostname" field.

Create and populate the Jira SD User ID field

To enable automatic issue assignment and the Engage with xMatters feature, you need to map users in xMatters with their Jira account ID. You can do this by creating a custom user property in xMatters that stores the Jira account ID.

  1. Create a custom user property in xMatters, making sure you name the field "Jira SD User ID". This name is important (and case-sensitive!) as the code relies on this specific text to find the username.
  2. For each user, populate this field with the user's Jira account ID. You can use the User Upload feature in xMatters to populate custom user properties if you have many users to update.

Install the integration in Jira Cloud

The instructions for setting things up on the Jira side are slightly different depending on where you'd installing it.

How to use your integration

To use the integration, create a new issue or incident and xMatters will automatically send a notification to the recipients you defined in the configuration settings. Check out the screenshots at the top of this page to see what the notifications would look like in the xMatters mobile app.

Extending your integration

Looking to do more with xMatters and Jira? There is some customization you can do in Jira Cloud. You can also tailor the settings and notifications for the integration if you convert it to a custom workflow.

Customize the integration in Jira

Customize the integration after converting to a custom workflow

There are some additional changes you can make to your integration if you convert it to a custom workflow.


The first place to look for any problems is in the Activity Stream for the integration. You can also check out the Jira logs at $JIRAHOME/log/atlassian-jira.log, which will have any stack traces or error messages generated by the xMatters add-on. 

Troubleshooting issue assignment

If you run into issues with the integration not assigning the responder as the assignee in Jira, make sure:

  • you've entered the Jira account ID in the Jira SD User ID custom user property.
  • the user has the Assignable User permission in Jira (see the Jira documentation for details).
  • the user has access to the project in Jira.