December 21, 2021

Jira Cherwell Integration: A Step By Step Guide with ZigiOps

Learn how to integrate Jira and Azure DevOps



Businesses are constantly evolving  becoming more scalable, reliable, and flexible. Behind those qualities, however, stand good and sophisticated IT infrastructures. Built on a solid network of interconnected software solutions, a well-balanced IT infrastructure helps enterprises achieve their goals.

Workflow optimization, issue resolutions, product development speed, and customer satisfaction are the main characteristics that define the balance in organizations. Therefore, they play a key role when companies decide on what software solutions to rely on.

Markets are brimming with systems that offer an instant solution to every problem and use case. This makes decisions even harder to make. Yet, the organizations needs are what define the software choices.

Systems like Cherwell and Jira oftentimes prove to be the one-way-stop for most enterprises, despite the market competition. Both are equipped with a lot of useful functionalities that help organizations satisfy their internal operations needs.

When integrated, they manage to provide an outstanding solution to various work-related complex situations that need an instant solution. The help often comes in the face of a connector. It aims to instantly connect the systems and to enable instant data transfer between them. A great example of such a solution is ZigiOps a no-code platform that links systems in a matter of a few clicks bi-directionally.

An Overview of Cherwell and Jira

Cherwell is a well-known ITSM platform that combines all the necessary functionalities to meet the IT needs of every modern-day organization.

Jira Software is also popular and widely used by organizations of various sizes and niches. Its one of the most popular DevOps tools available on the market. Tech teams usually rely on Jiras capabilities to track the development processes of new products from end to end, bugs resolutions, and other activities related to internal processes. ZigiOps Integrations  Schedule a Demo | ZigiOps Integration

But how and why businesses may need to connect Cherwell and Jira?

Each system can separately handle tasks and help organizations ease their departments task workflows. Easy to implement, both Cherwell and Jira can smoothly cooperate with many of the software tools present on the tech stack of most enterprises. When combined, their functionalities drastically enhance performance and productivity. A tool like ZigiOps can assist with that. ZigiOps links systems in less than five minutes, and can establish a bi-directional integration between Jira and Cherwell.

Furthermore, using ZigiOps as a connector for Cherwell and Jira brings a list of benefits for users such as:

  • enhanced communication with the service desk team (for Jira)
  • instant automatic updates of statuses and simplified follow-ups (for Jira)
  • seamless bi-directional synchronization with Cherwell system (for Jira)
  • improved communication with the DevOps (for Cherwell)
  • instant automatic status updates, which significantly ease the follow-ups (for Cherwell)
  • instant visibility of the current status of each of the bugs fixes (for Cherwell)

Organizations usually seek for a Cherwell and Jira integration to transfer incidents, issues, stories, custom Records, and more. But the most common use case for the integration between the two is related to incidents.

Let's get into details about that.

The service desk team gets notified about a new incident in the Cherwell queue. They discover that this is a result of a software bug. It automatically means they need to forward it to the responsible DevOps team. To do this, they need to log it into Jira. The switching between the two systems to transfer information can be foreboding and time-consuming.

With ZigiOps, however, things happen a lot easier and faster. When used to enable a Cherwell and Jira integration, ZigiOps automates the data transfer between the two. In other words, teams do not need to open Jira and log the issue manually. ZigiOps does this instantly. It logs a new issue in Jira Software and syncs the two systems in real-time. And the result is significantly improved efficiency of the application lifecycle management (ALM). With ZigiOps, information like log files, traces, issue links, or other attachments gets synchronized. It eliminates communication bottlenecks and duplicate work, too.

When the issue is fixed, ZigiOps automatically updates the incident in Cherwell.

Setup of the Cherwell  Jira Integration with ZigiOps

The first step of the integration process includes the installation of ZigiOps (for those users who use the on-prem version of the tool). Otherwise, the process starts by simply logging in from the UI for the cloud version. Either way, it only takes a few clicks to create a Jira  Cherwell integration.

ZigiOps Jira Cherwell integration: ZigiOps login screen

Then, after logging into the ZigiOps system, you will be directly taken to the Dashboard. It provides valuable information regarding the health status of the integrations, as well as other crucial data such as licenses, troubleshooting options and more.

One of ZigiOps most valued features is that it gives users the chance to effortlessly make the configuration.

Once entering the menu, our next move would be to choose the systems we want to connect  Cherwell and Jira. The connection verification between ZigiOps and the two systems is the next step from the integration process.

ZigiOps Jira Cherwell integration: Systems configuration

A lengthy list of pre-built Jira Cherwell integration templates is also available to choose from:

ZigiOps Jira Cherwell integration: ZigiOps integration templates library

Our next move will be to define which system will be first and which  second (destination) in the integration. In our use case, Cherwell is our first system and Jira our destination system. After setting them up, we must configure the following actions: data collection, filtering, conditions, and field mappings, as well.

ZigiOps Jira Cherwell integration: Update Cherwell incident

ZigiOps Jira Cherwell integration: Update Cherwell incident – expressions

When done, the Cherwell and Jira integration can be saved. It makes the integration process complete, and the transfer of data (tasks) can immediately begin.

Because ZigiOps offers its users bi-directional connectivity, any change in one of the linked systems will instantly be present in the other.


In the highly competitive business world, success is all about having the right tools and applying them the right way. The ability to monitor, track and resolve problems promptly is mandatory. Obtaining control over processes like product development and workflows is crucial. Tools like Cherwell and Jira could help with that.

When implemented within the IT infrastructure of organizations, they help with the mundane tasks that run in the background of every organization. This way, they speed up many processes, eliminate the possibilities of human errors and help enhance overall performance and productivity.

When connected via an out-of-the-box solution like ZigiOps, the communication and data transfer between both Cherwell and Jira happens instantly  with no need for manual work. Since ZigiOps offers a bi-directional connection, upon integration, both systems syncs. As a result, a change in one system will instantly appear in the other. Thanks to that, the accumulated data from both tools are available anytime and from anywhere.

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