Jira is configured from MSP Settings → Integrations.
How to connect
Authorize via Atlassian
Sign in to Atlassian and grant Rallied.ai access to your Jira instance. Atlassian manages the OAuth flow — Rallied.ai receives a scoped access token, not your login credentials.
Complete post-connect setup
After authorizing, the dashboard prompts you to select the Jira project to monitor. This tells Rallied.ai which project’s new issues should wake the agent.
Incoming tickets (webhook)
When a new issue is created in the connected Jira project, Jira sends a webhook to Rallied.ai. The agent wakes up with the ticket context already loaded — summary, description, reporter, and priority — and starts diagnosing the issue. If a matching workflow exists for the ticket type (based on historical tickets from the learning pipeline), the workflow is injected into the agent’s context to guide resolution.Approval channel
When the agent’s plan includes an action that requires technician approval, it posts a comment on the Jira issue describing the proposed steps. Technicians see the comment in Jira and reply to approve or deny. When a technician approves or denies via Slack, a note is automatically posted back on the Jira issue recording who resolved it and when.Tools
Issue management
| Tool | Default policy | Description |
|---|---|---|
jira:jira-get-issue | Auto | Get a Jira issue by key or ID, including summary, status, assignee, and description |
jira:jira-add-public-comment | Auto | Add a comment visible to the reporter and customer |
jira:jira-add-internal-comment | Auto | Add a comment visible only to the service desk team |
Jira Assets (Insight)
The agent can also manage objects in Jira Assets, the asset management module built into Jira Service Management.| Tool | Default policy | Description |
|---|---|---|
jira:jira-assets-search | Auto | Search Assets objects using AQL (Assets Query Language) |
jira:jira-assets-count | Auto | Count Assets objects matching an AQL query |
jira:jira-assets-get | Auto | Get a single Assets object by numeric ID |
jira:jira-assets-get-attributes | Auto | List all attribute values for an Assets object |
jira:jira-assets-list-schemas | Auto | List all object schemas in the Assets workspace |
jira:jira-assets-list-types | Auto | List object types within a schema (Computer, Hardware, Software, etc.) |
jira:jira-assets-get-type-attributes | Auto | Get attribute definitions for an object type |
jira:jira-assets-create | Approval needed | Create a new Assets object |
jira:jira-assets-update | Approval needed | Update attributes of an existing Assets object |
jira:jira-assets-delete | Approval needed | Delete an Assets object (irreversible) |
Internal comments
The agent uses internal comments (jira-add-internal-comment) for its own reasoning, audit trail, and status updates visible only to your service desk team. Public comments (jira-add-public-comment) are used when the agent needs to communicate directly with the reporter or customer. Both default to auto — the agent does not need approval to post comments.