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Connect Jira Service Management and Rallied’s agents pick up new issues the moment they land, with no polling or manual trigger. The agent reads and updates issues, posts comments, and manages Jira Assets objects, so routine service-desk work moves without a technician touching it.
Jira is configured from MSP Settings → Integrations.

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How to connect

1

Open the Integrations tab

Navigate to MSP Settings → Integrations.
2

Connect Jira

Find the Jira card and click Connect. An Atlassian authorization window opens.
3

Authorize via Atlassian

Sign in to Atlassian and grant Rallied access to your Jira instance in the sign-in window that opens.
4

Complete post-connect setup

After authorizing, Rallied prompts you to select the Jira project to monitor. This tells Rallied which project’s new issues should wake the agent.
5

Confirm the connection

The Jira card shows Connected. Incoming tickets from the selected project will now trigger the agent automatically.

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What happens when an issue comes in

When a new issue is created in the connected Jira project, the agent picks it up right away and starts working with the full issue context: summary, description, reporter, and priority. If you’ve set up workflows that match the issue, the agent follows your instructions for that scenario.

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Approving an action without leaving Jira

When the agent’s plan needs a technician’s sign-off, it posts a comment on the Jira issue describing what it wants to do. Your team approves or denies from Jira, with no separate tool to check.
If you also have Slack connected for the same client, the agent sends a Slack DM to the technician in addition to the Jira comment. Technicians can approve from either channel — whichever they see first.
When a technician approves or denies via Slack, a note is automatically posted back on the Jira issue recording who resolved it and when.

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What the agent can do in Jira

Runs automatically
  • Read any issue and pull its summary, status, assignee, and description.
  • Post internal comments (only your service-desk team sees them). The agent uses these for its reasoning and status updates.
  • Post public comments to the reporter or customer when it needs to reply.
  • Search and read Jira Assets: look up objects, check attributes, list schemas and object types.
Needs approval
  • Create a new Assets object.
  • Update attributes on an existing Assets object.
  • Delete an Assets object.
Deleting an Assets object is irreversible. Delete always needs approval and can’t be flipped to auto. Confirm this fits your client before rolling it out.

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Approval settings

See Approval settings for an overview. Per-tool settings live on the Jira detail page (open it from MSP Settings → Integrations).