Jira integration for SolarWinds Service Desk
Sync Service Desk incidents with Jira Cloud issues and track progress across both teams.
Sync Service Desk incidents with Jira Cloud issues
Create a connection between the incident work managed in SolarWinds Service Desk and the issue work handled in Jira Cloud. When a new or open incident needs development attention, teams can escalate it to Jira and send incident details directly to the related Jira issue. This keeps the service desk and development team working from connected records rather than recreating the same issue in separate systems.
Keep incident and issue details connected
Escalating an incident to Jira Cloud should not require an agent to manually copy the same information into another tool. The integration sends incident details from SolarWinds Service Desk to the Jira issue, giving development teams the context they need to investigate. Service desk teams can continue managing communication and service expectations while development teams work within Jira on the issue connected to the incident.
See when Jira work is resolved without checking both tools
When a Jira Cloud issue is resolved, SolarWinds Service Desk sends a notification so agents can see the update without continuously switching between the service desk and Jira. That shared visibility helps teams keep employees and users informed about progress, while allowing IT service management and development work to remain connected through the incident lifecycle.
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What to know before connecting Jira Cloud and SolarWinds Service Desk
Is the Jira integration included in my SolarWinds Service Desk plan?
Is the Jira integration included in my SolarWinds Service Desk plan?
Jira integration availability depends on your current SolarWinds Service Desk plan and entitlement. Before configuring the integration, confirm whether it is included in your subscription, requires a particular plan tier, or has separate licensing requirements. Product packaging and plan names can change, so use current SolarWinds pricing or Product Marketing guidance rather than relying on older product information.
Does data sync both ways between SolarWinds Service Desk and Jira?
Does data sync both ways between SolarWinds Service Desk and Jira?
SolarWinds Service Desk sends incident details to Jira Cloud when teams escalate a new or open incident to a Jira issue. Service Desk also notifies teams when the connected Jira issue is resolved.
Confirm in the current setup documentation whether additional fields, comments, issue statuses, or record updates sync from Jira back to Service Desk before describing the integration as fully bidirectional.
What do I need to set up the Jira integration?
What do I need to set up the Jira integration?
Set up the Jira integration by following the current SolarWinds documentation for supported Jira Cloud accounts, permissions, credentials, and project configuration. Before you begin, confirm which Service Desk administrator role is required, whether an API token or other authentication method is needed, and how Jira issues should be mapped to Service Desk incidents. Use the current Jira Integration Setup Instructions rather than older implementation guidance.
Can I escalate an open Service Desk incident to Jira?
Can I escalate an open Service Desk incident to Jira?
Yes. Teams can escalate new or open SolarWinds Service Desk incidents directly to Jira Cloud and send the incident details to the connected Jira issue. This gives development teams context for investigating the work while IT service management teams retain visibility into the incident and can continue communicating progress to employees, requesters, or other affected users.
How does the Jira integration support incident management?
How does the Jira integration support incident management?
The Jira integration connects incident management in SolarWinds Service Desk with issue tracking in Jira Cloud. When an incident needs development attention, teams can escalate it to Jira instead of manually recreating the issue in a separate tool. Service Desk sends the incident details to Jira, helping developers start with more context while service desk teams manage the broader support workflow.
Can the Jira integration improve communication with employees?
Can the Jira integration improve communication with employees?
Yes. The Jira integration helps service desk teams keep employees and users informed while development work continues in Jira Cloud. Because Service Desk receives notification when the related Jira issue is resolved, agents can see progress without constantly switching between tools. That visibility can make it easier to update requesters, manage expectations, and keep support communication connected to the original incident.
Where can I find other SolarWinds Service Desk integrations?
Where can I find other SolarWinds Service Desk integrations?
The SolarWinds Service Desk integrations directory lists available connections for identity, asset data, monitoring, collaboration, remote support, APIs, and workflow tools. Alongside the Jira Cloud integration, teams can explore integrations for platforms such as Microsoft Teams, Slack, Active Directory, Jamf, Microsoft SCCM, SolarWinds Observability Self-Hosted, and Zapier. Review the Service Desk integrations directory to find options that fit your ITSM workflow.
Jira integration for SolarWinds Service Desk
SolarWinds Service Desk
- Escalate new or open Service Desk incidents to Jira Cloud
- Send incident details to connected Jira issues
- Receive Service Desk notifications when Jira issues are resolved