Create or update Jira issues from new PagerDuty incidents recipe

This use case guides you through connecting PagerDuty and Jira to create a powerful automation.

What does this recipe do?

This recipe synchronizes new incidents from PagerDuty to Jira. If a matching issue exists in Jira, the recipe adds a comment with details from the PagerDuty incident. If no corresponding Jira issue is found, the recipe creates a new one.

flowchart TD subgraph Configuration[" "] direction TB subgraph NewIncident[&nbsp PagerDuty New incident trigger &nbsp] t1(Trigger) --- setup1(setup) end subgraph SearchIssues[&nbsp Jira Search issues action &nbsp] Action1(Action) --- setup2(setup) end subgraph CreateComment[&nbsp Jira Create comment action &nbsp] Action2(Action) --- setup4(setup) end subgraph UpdateIssue[&nbsp Jira Update issue action &nbsp] Action3(Action) --- setup5(setup) end subgraph CreateIssue[&nbsp Jira Create issue action &nbsp] Action4[Action] --- setup7[setup] end subgraph CreateComment2[&nbsp Jira Create comment action &nbsp] Action5[Action] --- setup8[setup] end end CreateRecipe([Create recipe]) -- Configure your recipe --> Configuration --> Workflow([Automated workflow]) NewIncident --> SearchIssues --> CreateComment --> UpdateIssue --> CreateIssue --> CreateComment2 classDef default fill:#fff,stroke:#67eadd,stroke-width:2px; classDef WorkatoTeal fill:#67eadd,stroke:#b3e0e1,stroke-width:2px,color:#000; classDef SubgraphDash fill:#e1fffc,stroke:#f66,stroke-width:2px,color:#000,stroke-dasharray: 5 5 class t1,setup1,setup2,setup3,setup4,setup5,setup6,setup7,setup8,Action1,Action2,Action3,Action4,Action5,CreateRecipe,Workflow,x,xx,y,yy WorkatoTeal class NewIncident,SearchIssues,CreateComment,UpdateIssue,CreateIssue,CreateComment2 SubgraphDash

Create your recipe

Complete the following steps to create a recipe that synchronizes new incidents from PagerDuty to Jira:

USE CASES ARE INTENDED AS EXAMPLES ONLY

This use case serves as an example. Modifications to triggers, actions, or conditional logic may be necessary to adapt this recipe to your workflow.

1

Sign in to Workato.

2

Select the project where you plan to create the recipe.

3

Create connections for PagerDuty and Jira:

Create a PagerDuty connection.

1

Click Create > Connection.

2

Search for and select PagerDuty on the New connection page.

3

Provide a name for your connection in the Connection name field.

PagerDuty connection setup

4

Use the Location drop-down menu to select the project where you plan to store the connection.

5

Enter your API key in the API key field.

To create a new API key in PagerDuty, go to Integrations > API Access Keys and click + Create New API Key. Don't select the Read-only API Key checkbox because this connector requires both read and write permissions.

Alternatively, to create an API user token that provides the same permissions as your user account, go to My Profile > User Settings and click Create API User Token.

6

Click Connect.

Create a Jira connection.

1

Click Create > Connection.

2

Search for and select Jira on the New connection page.

3

Enter a name for your Jira connection in the Connection name field.

Jira connection setup

4

Use the Location drop-down menu to select the project where you plan to store the connection.

5

Select your Connection type.

6

Use the Auth type drop-down menu to select your authentication method. Supported options include Basic, API token, OAuth 2.0, and Personal access token.

7

Provide your Host name. For example, if your Jira URL is https://acme.atlassian.net, your host name is acme.atlassian.net.

8

Click Connect.

4

Go back to your project and click Create > Recipe.

Create a new recipe

5

Enter a name for your recipe in the Name field.

6

Select the project where you plan to store the recipe from the Location drop-down menu.

7

Click Start building.

Start building your recipe

8

Click Pick a starting point, then select Trigger from an app.

9

Click Select an app and trigger event.

10

Set up your PagerDuty New incident trigger.

1

Search for PagerDuty and select it as your app.

Choose PagerDuty

2

Select the New incident trigger.

Select the New incident trigger

3

Select the PagerDuty connection you created in the preceding steps.

4

Optional. Specify how frequently the recipe should check for new events in the Trigger poll interval field. This field defaults to five minutes if left blank.

5

Optional. Use the When first started, this recipe should pick up events from field to specify the date and time from which the recipe should retrieve incidents. Leave this field blank to retrieve incidents created after the recipe starts. After you run or test this recipe, you can't change this value. Learn more about this input field.

Configure the New incident trigger

6

Click Save.

Step summary

This trigger monitors PagerDuty for new incidents. The trigger checks for new incidents at a set interval and retrieves incidents created since the recipe started or from a specified time.

11

Click + Add step and select Action in app.

Click Add step > Add action in app

12

Set up your Jira Search issues batch action.

1

Search for Jira and select it as your app.

Choose Jira

2

Select the Search issues action.

Select the Search issues batch action

3

Map the PagerDuty Summary Step 1 datapill to the Summary field.

Map the Summary datapill

4

Click Save.

Step summary

This step searches for a Jira issue with a summary that matches the PagerDuty incident's summary.

13

Click + Add step and select IF condition.

Click Add step > IF condition

How do IF conditions work?

An IF condition enables you to make decisions based on specific conditions. You can control your recipe workflow by executing different actions depending on whether a condition you specify is present or not present (true or false).

flowchart TD A([Search issues in Jira]) --> B(Does a Jira issue exist \n for the PagerDuty incident?) B -->|Yes| C(Add a comment to and update \n the corresponding Jira issue) B ---->|No| E(Create new Jira issue) classDef default fill:#67eadd,stroke:#b3e0e1,stroke-width:2px,color:#000; classDef WorkatoPink fill:#f3c1c2,stroke:#f3c1c2,stroke-width:1px; class E WorkatoPink

14

Set up your IF condition.

1

Map the Jira Key Step 2 datapill to Data field.

2

Select is present in the Condition field.

Configure your IF condition

3

Click Save.

Step summary

This step checks whether the Search issues action found a Jira issue with a summary matching the new PagerDuty incident.

15

Click Select an app and action.

16

Set up your Jira Create comment action.

1

Search for Jira and select it as your app.

Choose Jira

2

Select the Create comment action.

Select the Create comment action

3

Map the Jira Key Step 2 datapill to the Issue ID or key field.

Map the Key datapill

4

Add the following text to the Comment text field:

New incident triggered in PagerDuty for this issue

Summary:
Incident number:
Service:
Status:
Urgency:
Link to PagerDuty:

5

Map the relevant PagerDuty datapills to each line in the Comment text field:

• Summary Step 1
• Incident number Step 1
• Summary Step 1 (nested under the Service object)
• Status Step 1
• Urgency Step 1
• Html URL Step 1

Map datapills to the Comment text field

6

Click Save.

Step summary

This step adds a comment to the matched Jira issue with the relevant details from PagerDuty.

17

Click + Add step and select Action in app.

18

Set up your Jira Update issue action.

1

Search for Jira and select it as your app.

Choose Jira

2

Select the Update issue action.

Select the Update issue action

3

Map the Jira Key Step 2 datapill to the Issue ID or key field.

Map the Key datapill

4

Use the Sample project issue type drop-down menu to select the issue type in your Jira project that you plan to update. This field retrieves custom fields specific to your project and issue type.

For example, in a Jira project named Incident Management, select the Incident issue type.

Select a sample project issue type

5

Switch the Priority name field to formula mode and perform the following actions:

1

Map the PagerDuty Urgency Step 1 datapill.

2

Append the .capitalize formula.

Configure the Priority name field

6

Click Save.

Step summary

This final step in the IF condition updates the Jira issue's priority to match the PagerDuty incident. You can configure additional fields in this action to further update the issue.

19

Click + Add step and select ELSE IF condition.

Click Add step > ELSE IF condition

20

Set up your ELSE IF condition.

1

Map the Jira Key Step 2 datapill to Data field.

2

Select is not present in the Condition field.

3

Click + (plus) and select AND to add a second condition.

4

Map the PagerDuty Status Step 1 datapill to Data field.

5

Select does not equal in the Condition field.

6

Type resolved in the Value field.

Configure your ELSE IF condition

7

Click Save.

Step summary

This step sets up an ELSE IF condition to check if there is no matching Jira issue for the PagerDuty incident and if the incident isn't resolved. The AND condition ensures that the recipe doesn't sync resolved PagerDuty incidents to Jira as new active issues.

21

Click Select an app and action.

22

Set up your Jira Create issue action.

1

Search for Jira and select it as your app.

Choose Jira

2

Select the Create issue action.

Select the Create issue action

3

Use the Project issue type drop-down menu to select the project and issue type.

For example, in a Jira project named Incident Management, select the Incident issue type.

4

Map the PagerDuty Summary Step 1 datapill to the Summary field.

5

Add the following text to the Description field:

Incident type:
Status:
Urgency:
Last status change at:

6

Map the relevant PagerDuty datapills to each line in the Description field:

• Type Step 1
• Status Step 1
• Urgency Step 1
• Last status change at Step 1

7

Switch the Priority name field to formula mode and perform the following actions:

1

Map the PagerDuty Urgency Step 1 datapill.

2

Append the .capitalize formula.

Configure the Priority name field

8

Click Save.

Step summary

If no matching Jira issue exists for the PagerDuty incident and the incident isn't resolved, this step creates a new Jira issue with the incident issue type and syncs details from PagerDuty.

23

Click + Add step and select Action in app.

24

Set up your Jira Create comment action.

1

Search for Jira and select it as your app.

Choose Jira

2

Select the Create comment action.

Select the Create comment action

3

Map the Jira Key Step 7 datapill to the Issue ID or key field. This field identifies the Jira issue where the new comment should be added.

4

Add the following text to the Comment text field:

New incident triggered in PagerDuty for this issue

Summary:
Incident number:
Service:
Status:
Urgency:
Link to PagerDuty:

5

Map the relevant PagerDuty datapills to each line in the Comment text field:

• Summary Step 1
• Incident number Step 1
• Summary Step 1 (nested under the Service object)
• Status Step 1
• Urgency Step 1
• Html URL Step 1

6

Click Save.

Step summary

This final step in the recipe adds a comment to the new Jira issue with the relevant details from PagerDuty.

Your Create or update Jira issues from new PagerDuty incidents recipe is ready to test and implement.

Example recipe configuration.

Create or update Jira issues from new PagerDuty incidents recipe