This article explains how to create a Jira issue from a HappyFox ticket, link it back to that ticket, and keep both systems updated with comments and attachments as work progresses.
Note: Creating a Jira issue and linking it to a ticket are two separate actions. The Create an Issue in Jira action only creates the issue — it does not connect it to the originating ticket. Use the Link JIRA Issue To A Ticket action immediately after to establish that connection.
Note: If you want a Jira issue to sync with a ticket automatically, without building a workflow, see HappyFox's native Jira integration in Help Desk settings instead. This article covers linking issues as part of a HappyFox Workflow, which lets you make the link conditional on other steps in your automation.
Prerequisites
- The Jira integration must be connected to HappyFox Workflows. See Integrating Jira with HappyFox Workflows.
- You need to know the Jira project and issue type you want new issues to be created under.
Creating a new Jira issue and linking it to the ticket
Step 1: Create the Jira issue
- Add the Create an Issue in Jira action to your workflow.
- Select the Project for the new issue.
- Select the Issue Type.
- Enter a Summary. Use Insert Merge Fields to pull in the ticket subject or other dynamic values.
- Enter a Description.
- Fill in any other required fields shown for the selected issue type.
Note: The required fields shown here depend on how the issue type is configured in your Jira project.
- Click Save.
Step 2: Link the new issue to the ticket
- Add the Link JIRA Issue To A Ticket action to your workflow, immediately after the Create an Issue in Jira action.
- In the Ticket ID field, use Insert Merge Fields to select the Ticket ID from the triggering event.
- In the Jira Issue ID field, use Insert Merge Fields to select the issue ID output from the Create an Issue in Jira action you added in Step 1.
- Set Close this ticket when JIRA issue is closed to Yes if the ticket should close automatically when the linked issue is closed in Jira. Otherwise, leave it as No.
- Set Synchronise updates from HappyFox to Jira to Yes if changes made in HappyFox should be pushed to the linked Jira issue.
- Set Synchronise comments from Jira to HappyFox to Yes if comments added in Jira should appear on the ticket.
- Click Save.
Linking an existing Jira issue to a ticket
Use this when a Jira issue already exists and you want to attach it to a ticket, rather than creating a new one.
- Add the Link JIRA Issue To A Ticket action to your workflow.
- In the Ticket ID field, use Insert Merge Fields to select the ticket ID, or enter it directly if it does not change.
- In the Jira Issue ID field, enter the existing issue's ID directly, or use Insert Merge Fields if the ID is stored in a ticket custom field.
- Configure Close this ticket when JIRA issue is closed, Synchronise updates from HappyFox to Jira, and Synchronise comments from Jira to HappyFox as described above.
- Click Save.
Note: Link JIRA Issue To A Ticket requires both the ticket and the Jira issue to already exist. It cannot create either one.
Keeping the linked issue updated
To add a comment to the linked Jira issue as work progresses, add the Add Comment action and use Insert Merge Fields to pull in ticket updates or reply content.
To send a file from the ticket to the linked issue, add the Add Attachments To An Issue action. See How Attachments Work in HappyFox Workflows for how attachments are represented and their limitations.
To pull information from the linked issue back into the ticket — for example, to display its current status — add the Get Issue Details action.
Removing a link
Use the Unlink Jira Issue action to remove the connection between a ticket and a Jira issue.
Frequently asked questions
The Link JIRA Issue To A Ticket step is failing with no error message. What should I check? This usually happens when the Jira Issue ID field does not receive a valid value — for example, if the merge field reference to the Create an Issue in Jira action's output is missing or was inserted incorrectly. Confirm you used Insert Merge Fields to select the issue ID output from the Create an Issue in Jira step earlier in the same workflow, rather than typing it in manually.
Can I send attachments from HappyFox to Jira? Yes, using the Add Attachments To An Issue action. See How Attachments Work in HappyFox Workflows for details on how attachments are represented and their limitations.
Can I undo a link between a ticket and a Jira issue? Yes. Use the Unlink Jira Issue action to remove the connection.
Your workflow now creates a Jira issue from a HappyFox ticket, links the two together, and keeps them in sync as work progresses. Next, see HappyFox Help Desk Actions Available in HappyFox Workflows for the full list of ticket actions you can combine with this one.