Connect Jira to let your agents create, update, and reference Jira issues.
Capabilities
| Capability | Supported |
|---|
| Knowledge Source | ✓ Search issues for context |
| Deployment Trigger | ✓ Respond to issue updates |
| Tool Actions | ✓ Create/update issues, add comments |
Setup
Connect via OAuth
- Go to Settings → Connections in Duckie
- Find Jira and click Connect
- You’ll be redirected to Atlassian
- Select the Jira site to connect
- Authorize Duckie’s access
- You’ll be redirected back to Duckie
Duckie requests read and write access to Jira issues, plus webhook management for real-time updates.
Using as a Deployment Trigger
Trigger agents based on Jira activity:
- Go to Deploy
- Click Create Deployment
- Select your agent
- Choose Jira as the trigger
- Configure events:
- Issue created — When a new issue is filed
- Issue updated — When an issue changes
- Comment added — When someone comments
Use Cases
- Auto-triage: Classify and route new bugs
- Auto-respond: Answer questions in issue comments
- Status updates: Notify stakeholders of changes
| Tool | Description |
|---|
jira_create_issue | Create a new issue |
jira_update_issue | Update issue fields |
jira_add_comment | Add a comment to an issue |
jira_get_issue | Retrieve issue details |
jira_search | Search issues with JQL |
jira_transition | Change issue status |
Create an Issue from Support Ticket
In a runbook:
When a customer reports a bug:
1. Use @jira_create_issue to file a bug report
- Project: SUPPORT
- Type: Bug
- Summary: Customer-reported issue
- Description: Include customer details and steps to reproduce
2. Share the Jira link with the customer
Before answering, check if there's a known issue:
1. Use @jira_search with JQL: project = BUGS AND status != Done AND text ~ "{{customer_issue}}"
2. If found, reference the existing issue
3. If not, create a new one
Using as Knowledge Source
Search Jira issues for context:
- Go to Train → Knowledge
- Click Add Source
- Select Jira
- Choose which projects to index
- Click Start Sync
This helps agents:
- Reference existing bugs when customers report issues
- Find related feature requests
- Access resolution history
Best Practices
Use Specific Projects
Don’t sync all projects — focus on:
- Customer-facing bug trackers
- Feature request projects
- Support-related projects
Create Templates
Set up issue templates in your runbooks:
- Consistent bug report format
- Required fields always populated
- Proper labels and components
Link Issues to Conversations
When creating issues from support tickets, include:
- Link back to the support ticket
- Customer contact info (if appropriate)
- Conversation context
Troubleshooting
”Cannot access Jira”
- Re-authenticate the connection
- Verify your Atlassian account has Jira access
- Check project permissions
”Issue creation failed”
- Verify all required fields are provided
- Check that the project and issue type exist
- Ensure your account can create issues
”Webhook not triggering”
- Verify webhooks are enabled in Jira
- Check webhook configuration in Jira settings
- Ensure the webhook URL is correct
