Jira integration

Connecting Jira lets Causentrix file an incident's root-cause analysis — and each individual remediation action within it — as Jira issues, then update those actions as the tickets move through your board. This guide walks through the connect form field by field.

Before you start

You will need three things:

• A Jira account for Causentrix to act as. Every ticket is created as this account, with exactly its permissions. Use a dedicated service account (for example [email protected]) rather than your own login — otherwise the integration breaks the day that person changes teams or leaves.
• An API token for that account. Created at id.atlassian.com/manage/api-tokens for Jira Cloud, or from the account's Jira profile → Personal Access Tokens on Jira Data Center.
• A Jira project to file into, with the service account granted Browse Projects, Create Issues and Add Comments on it. Causentrix never edits or transitions your tickets, so it needs nothing beyond those three.

In Causentrix you need the manage integrations capability — org owners have it by default; other members need it granted under Members.

1. Open the connect form

Go to Integrations and press Connect on the Jira card.

2. Deployment

Choose Jira Cloud if your Jira lives at a *.atlassian.net address. Choose Jira Data Center / Server if you host Jira yourself. This changes which API Causentrix speaks and what kind of credential it expects, so get it right before filling in the rest.

3. Site URL

The full base URL of your Jira, with no path — https://acme.atlassian.net or https://jira.internal. Not a link to a project or a board. It must be reachable over HTTPS from wherever Causentrix runs; a Jira that is only reachable inside your network will fail the connection test from Causentrix Cloud.

4. Account email (Cloud only)

The email address of the account the API token belongs to. It must be the token's own owner — an email that doesn't match the token is the most common cause of a rejected connection. Data Center uses a personal access token that carries its own identity, so this field doesn't appear there.

5. API token

Paste the token itself. It is encrypted before being stored and is never shown again or returned by the API. If your token was created with an expiry date, note that date — when it lapses, syncing stops and the Jira card will show a credentials error until you reconnect with a new one.

6. Test connection

Press Test connection. Nothing is saved yet: Causentrix simply asks Jira who the credentials belong to and shows you the answer. Confirm the account it names is the service account you intended, then press Connect.

7. Choose a project and issue type

Back on the Jira card, pick the Project new tickets are filed into, then the Issue type to create — usually Task or Bug. Both dropdowns are populated live from your Jira, and the issue types listed are only those the service account can actually create in that project. Changing the project clears the issue type, since types are per-project.

8. Map your statuses

Every Jira project defines its own workflow, so Causentrix asks you to say what each of your statuses means in its own terms: Open, In progress, Resolved or Dismissed. It pre-fills the obvious ones — To Do, In Progress, Done, Won't Do — and leaves anything it doesn't recognise for you.

A status left as Not mapped is deliberately ignored: a ticket moving into it leaves the remediation action exactly as it was. That is usually what you want for holding states like "Awaiting vendor". Press Save mapping when you're done.

9. Turn on write-back

A new connection is read-only. Switch on Allow write-back to let Causentrix actually create issues. Until write-back is on and a project and issue type are chosen, no ticket buttons appear anywhere in the product — this is deliberate, so a half-configured connection can't quietly file things into the wrong place.

10. File your first ticket

Open any incident. In Suggested actions each action gains a + Jira button, and the panel header gains + Jira RCA for filing the whole analysis as one issue. Once filed, the button is replaced by the issue key, which links straight to the ticket.

What Causentrix puts in a ticket

• Summary — the remediation action itself, unchanged, or the root cause for an RCA-level ticket.
• Description — the supporting evidence, the causal-chain step it addresses, the implicated file and line where Causentrix grounded it in real code, and a link back to the incident.
• Priority — from the action's tier: immediate becomes Highest, short-term High, long-term Low. If your project's create screen has no priority field, Causentrix files the ticket without one rather than failing.
• Labels — causentrix on every ticket, plus one for the incident and one for the tier. Filter your board on causentrix to see everything this integration has created.

The causentrix label is also how status sync finds its tickets. Removing it from a ticket stops that ticket syncing.

When an action comes back

If the same remediation action is raised again by a later incident, Causentrix comments on the ticket already filed for it — noting which occurrence this is and linking the new incident — instead of opening a near-duplicate. If that ticket has already been closed, the recurrence is treated as genuinely new work and gets its own ticket.

Status sync

Causentrix polls Jira every few minutes for labelled tickets that changed, and moves the remediation action to match through the mapping you set in step 8. Use the refresh button on the Jira card to sync immediately rather than waiting for the next pass; the switch beside it turns the automatic poll off entirely.

If something goes wrong

Jira's own error is shown on the Jira card and, for a failed filing, under the actions panel. The usual causes:

• "Jira rejected the credentials" — the token was revoked or has expired, or the account email doesn't match the token's owner. Reconnect with a fresh token.
• A permission error on filing — the service account can see the project but lacks Create Issues on it.
• No ticket buttons on an incident — write-back is off, no project or issue type is chosen, or your member account lacks the manage integrations capability.
• Tickets file but statuses never change — the status they're moving into isn't mapped, or automatic sync is switched off.
• Could not reach Jira — the site URL is wrong, or a self-hosted Jira isn't reachable from where Causentrix runs.

Disconnecting

Disconnect deletes the stored credential and Causentrix's record of which ticket belongs to which action. The tickets themselves stay in Jira untouched — but reconnecting later will not re-adopt them, so previously filed actions can be filed again.