This sample use case demonstrates how to create an issue in Jira when a Ticket is raised in Freshservice. You will also learn how to add the ticket attachments to Jira issue created.

Here are the steps to implement the use case:

GIF: Workflow overview

  1. Create an event when an incident is raised.

  2. Check, using condition node, based on your own logic to see if a corresponding Jira issue needs to be created for this ticket.

Graphical user interface, application, Teams Description automatically generated

  1. Now, pull in the app node which will have the following configuration: 

    1. App Name: Jira – Orch.

    2. App action: Create issue in a specific project/group using group ID (steps to retrieve project ID shown below).


Retrieving Project ID in JIRA:

  • Gco to Projects>View all Projects.

  • Click on the Project Name that you wanted to view the project id.

  • Click on the Project Settings

  • And you can view the project id in the URL of browser as shown below:

  1. App action: set issue priority, with 1 as Highest and 5 as lowest as shown below.

  1. To validate if an issue got created, condition node is added to check if the status code is 200.

  2. Now pull in the app node again, which will have the following configuration:

    1. App Name: Jira – Orch.

    2. App action: add ticket attachment to a specific issue created in Jira.

Graphical user interface, application Description automatically generated

  1. To validate attachment was successfully added, a condition node is added to check if the status code is 200.

Graphical user interface, application, Teams Description automatically generated

  1. Finally, add a confirmation note on the ticket.



Add Inline attachment of a Freshservice ticket to Jira issue


To include Freshservice ticket inline attachment as a part of description while creating an issue in Jira follow the below steps:

     1.  Pull in the app node again, which will have the following configuration:

  1. App Name: Jira – Orch.

  2. App action: Create Issue.

      2. Set attribute include_inline_attachment to true along with other required fields as shown below.



      3. Once the issue is created in Jira it will show up something like this having description with inline attachment




Note: The inline attachment won’t work via test app action so trigger it by executing the workflow. Also, it will only work with the Tickets Automator.