Connect Jira
1
Open the Jira integration
In Usertick, go to Settings → Integrations and select Jira.
2
Sign in with Atlassian
Select Continue with Jira, then select the Jira site and accept the permissions in the Atlassian window that opens.
3
Choose what syncs
After the window closes, select the syncs you want under Choose what syncs with Jira and select Save, or select Skip for now to turn none on.
Permissions
Usertick requests these Atlassian permissions:
If Atlassian didn’t grant every permission, workflows keep creating issues but the two-way sync waits, and Settings shows “Two-way sync needs new Jira permissions. Reconnect once to allow them.” To grant them, select Reconnect and accept the permissions again.
Choose the Jira site
When the Atlassian account can reach more than one Jira site, the Jira panel shows a Jira site list with the hint “New issues go to this site.” Selecting another site switches the connection to it.Connect more than one Jira account
An organization can connect Jira more than once, for example with two Atlassian accounts. To add one, select Add connection under Jira. A new Jira step starts with the connection the organization used last, or the default connection, and each step can use another one under Connection. Each connection has its own two-way sync settings.Create issues with a workflow
In a workflow, add Jira’s Create an issue step and fill in its panel.
The workflow’s trigger sets when the step runs, and its Only if conditions and If / else steps decide which responses reach it. A step that uses Match the AI urgency or adds responses to the open issue for their AI theme reads the AI analysis, so its workflow has to start After AI analysis or When a response becomes urgent.
Fill in the fields Jira requires
Some issue types require more fields than the step’s own settings. After the project and issue type are selected, the step checks the issue type and lists Jira needs these fields, with one control for each field: text, a number, one or several values from a list, or a date. Every listed field must be filled in, and the workflow can’t be published while one is empty. A required field of a kind Usertick can’t fill, such as a user field, is named in a warning above the fields. To use that issue type, give the field a default value in Jira or make it optional.Match the AI urgency
With Match the AI urgency, the urgency the AI reads in the response sets the priority:
A response the AI didn’t judge, or a project without these priority names, gets no priority.
Add responses to the open issue for their theme
With Add to the open issue for the same AI theme, a response whose AI theme already has an open issue in the same project and connection doesn’t get a new issue. Usertick adds the response to that issue instead:- a comment with “Another response about this. 3 in total.”, the answer the theme came from as a quote of up to 300 characters, and a link to the response,
- the response’s files,
- a link on the response marked Added to an open issue.
What the issue contains
- The summary, description, priority, assignee, components and fields set in the step.
- The step’s labels and the label
usertick, which marks every issue Usertick creates. An issue a workflow creates also gets a label that starts withut-, which Usertick uses to find the issue again after an interrupted attempt. If the project’s create screen has no Labels field, the issue is created without labels. - A link named Usertick response that opens the response in Usertick.
- The response’s files and screenshots, up to 10 files of up to 10 MB each. A larger file is skipped, and the workflow’s activity reports the count, such as “2 attached, 1 skipped”.
One open issue per response
A workflow never creates a second issue for a response that already has an open issue from the same Jira connection. The step is skipped, and the workflow’s activity shows “This response already has an open issue.” After that issue is done or deleted, a later run can create a new one.Test the step
During a workflow’s Test run, the Jira step creates a real issue in the project immediately, with “[Test]” at the start of the summary, using the survey’s latest response or a sample response. A test issue isn’t linked to the response, isn’t added to a theme’s open issue and doesn’t sync. See Test a workflow.Create an issue from a response
Members whose role has the Manage responses permission can create a Jira issue from any response.1
Open the form
On the response page, select Create Jira issue under Linked issues.
2
Check the details
In the Create a Jira issue form, which Usertick fills in from the response, change any value that needs it.
3
Create the issue
Select Create issue, and the issue appears under Linked issues marked Filed by hand.
Create one issue for several responses
When Jira is connected, each row in the inbox list has a checkbox. After selecting up to 50 responses, select Create Jira issue. The form’s title reads like “One Jira issue for 3 responses”, and the summary starts as “Feedback from 3 responses”. If the description is left empty, the issue lists each response on its own line with the survey, the score, the first written answer and a link. Match the AI urgency follows the most urgent response, and the issue receives the files of every response, up to 10 in total. Selected responses that already have an open Jira issue are left out, and Usertick says so, for example “1 already had an open Jira issue and was left out.” When every selected response has one, nothing is created and Usertick shows “These responses already have open Jira issues.” Each response the issue covers gets a link marked Filed with other responses.Linked issues on a response
The response page lists every issue linked to the response under Linked issues. Each row shows the issue key, the status Jira reports, how the link was made (Filed by a workflow, Filed by hand, Filed with other responses or Added to an open issue) and the issue’s priority, assignee, issue type, sprint, fix versions and due date. Jira reports changes to linked issues as they happen. When a response is opened and its issue statuses are more than an hour old, Usertick reads them from Jira again first. A deleted issue shows Deleted.Two-way sync
Every sync is off until it is chosen, either in Choose what syncs with Jira or later under Two-way sync in the Jira panel. The details shown under Linked issues stay up to date regardless of these settings. The sync applies only to issues linked to responses.From Jira to Usertick
With Status moves the response on, When the issue moves to maps each Jira status category to a Usertick status:
Every Jira status belongs to one of these categories, so a custom status follows its category.
These rules keep the sync predictable:
- An archived response stays archived.
- When a response is linked to more than one open issue, in Jira or in Linear, a done issue doesn’t move it while another linked issue is still open. The last issue to close moves it. A move back to work always applies.
- When the Jira assignee changes, the assignment that the sync added before is removed. An assignment that a person made is never removed.
- Priorities and issue types match Jira’s default names, so a renamed priority or issue type changes nothing.
- A comment that Usertick posted is never copied back.
From Usertick to Jira
A note appears in Jira as the writer’s name followed by “in Usertick:”, then the note and the response’s link. Comments from Jira, edits and deletions are never sent. If the issue’s priorities don’t include High, Medium or Low, the urgency isn’t sent.
Usertick never changes an issue’s status in Jira.
Limits and retries
- Usertick runs at most 5 Jira steps a second for each Jira connection. When responses arrive faster, the runs wait their turn.
- When Jira asks Usertick to slow down, the run waits as long as Jira asks, up to an hour, and then tries again. Waiting doesn’t count as a failed attempt.
- When Jira doesn’t answer or has a temporary problem, Usertick tries again after 30 seconds, 2 minutes, 10 minutes, 1 hour and 6 hours. Before a retry, Usertick looks for an issue that the earlier attempt may have created, so a retry doesn’t create a second one.
- A workflow whose runs fail 20 times in a row is paused. After fixing the step, select Turn on. See When a step fails.
- An issue holds up to 10 files of up to 10 MB each and a summary of up to 250 characters. One issue from the inbox covers up to 50 responses.
Disconnect Jira
Disconnect in the connection’s menu removes the connection. Workflow steps that use it stop creating issues until another connection is assigned to them. The links between responses and the connection’s issues are removed too, so those issues leave Linked issues and the two-way sync stops. The issues stay in Jira.Troubleshooting
- “Jira needs: Team, Severity.” in a workflow’s activity, or “Jira needs more fields for this issue type. Fill them in and try again.” in the form. The issue type requires fields that are empty. Fill them in under Jira needs these fields.
- “The Jira issue type has required fields that are still empty.” A required field in the Jira step is empty, so the workflow can’t be published. Fill in the field under Jira needs these fields, then select Publish workflow.
- “Usertick can’t fill in …” A required field is of a kind Usertick can’t fill. Give it a default value in Jira, or make it optional for that issue type.
- “Jira did not accept this issue. Check the project, the issue type and the fields, then try again.” Jira refused the issue, for example because the connected account can’t create issues in that project.
- “Jira no longer accepts this connection. Reconnect Jira and try again.” The access was revoked in Atlassian, or the sign-in expired. Select Reconnect in the connection’s menu.
- “Jira didn’t respond in time. Try again in a moment.” Jira was slow or busy. Try again.
- “This response already has an open Jira issue.” A response can have one open Jira issue at a time. Open the linked issue, or close it in Jira first.
- “Two-way sync needs new Jira permissions. Reconnect once to allow them.” Select Reconnect and accept the permissions.
- A status, priority or type doesn’t reach the response. Check that the sync is on under Two-way sync and that the status mapping isn’t Don’t change. An archived response, or one with another open linked issue, doesn’t move.
- An assignee doesn’t reach the response. Atlassian hides that person’s email address, or the email belongs to nobody in the organization.