PagerDuty Jira integration | A Detailed integration guide

Quick intro

Quick intro

End-to-end incident management is one of the most significant activities in the enterprises IT ecosystem. Through it, IT teams focus on detecting, investigating, and responding to issues as soon as they are logged. The faster their reaction, the smaller the impact on their ongoing product or project rollouts and the end-users.

To handle it, companies use different complementary software solutions, often combined in a stack. They use various complementary software solutions, often combined in a stack to handle it properly. The most common tech stack choices are ITMS and DevOps tools like Jira and PagerDuty.

PagerDuty and Jira outline

PagerDuty incident response and alerting service ty is a SaaS-based IT service management solution. It combines crucial qualities such as incidence response, alerts (via calls, emails, texts, or apps), and automatic re-routing.

By deploying PagerDuty, enterprises deliver agile and reliable digital services across their entire IT infrastructure. Additionally, the ITSM tool enables IT departments to offer top-level customer experiences, by handling and resolving user inquiries as quickly as possible.

A multi-level DevOps solution like Jira needs no introduction. It has become a household name for those businesses that seek to deploy scalable and flexible project management solutions that will allow their IT teams to execute planning, tracking, and release of important business products.

Once embedded into the IT infrastructure, Jira gives upscaled visibility into the start-to-end development lifecycle. Agile-oriented teams rely on Jira to move forward with their project management tasks, automate pre-defined workflows and enhance their overall productivity.

Top benefits of using PagerDuty  

PagerDuty users benefit from its real-time operations functionalities that make it possible for them to combine machine data with human intelligence to achieve coherence and data consistency.

Neat GUI with the option for scheduling customizations

PagerDuty has a flexible escalation chain that allows the users to monitor and act on every stage of increased alerting

With PagerDuty, IT teams get detailed reporting on the entire enterprise IT infrastructure

Options for comprehensive log & alerts visualizations

Top benefits of Jira

Jira is built in way to answer the enterprises scrum and agile methodologies of project management

Hussle-free issue/ bug tracking and managements

Optimization of the workflows without disrupting the work pace of the team and its productivity

Jira helps with running sprints and tracking any progresses of roadmaps, epics, stories, tasks and subtasks

Additionally, the platform uses Kanban boards for effective work visualizations

Jira handles project & bug management, as well as test case management effortlessly

Without PagerDuty Jira integration in place

Although the ITSM-DevOps combination has many benefits for enterprises and their clients, the reality is different. The lack of connectivity between those tools (PagerDuty and Jira in our case) is a common occurrence. The aftereffects of this are siloed communication channels between the teams operating with them and the constant need for manual transfer of critical data. Gaps and data inconsistencies may become daily struggles.

The lack of PagerDuty Jira integration can also backfire on the relationship between the company and its clients. The inability to handle customer inquiries and issues properly and deliver timely resolution is one of the top reasons for dropdowns. That would inevitably lead to a slowdown in revenue goals and market expansion.

The piling up of unprocessed bugs and issues additionally becomes a cause for bottlenecks and emotional frustration.

With PagerDuty Jira integration in place

The remedy for all of the above-mentioned complications is to establish a proper PagerDuty Jira integration. With PagerDuty Jira integration in place, the teams using the two systems can continue working with the tools of their choice without worrying about miscommunications and delays.

Also, the PagerDuty Jira integration allows the IT departments to detect and monitor issues right away. That timely assistance makes it possible for them to respond to them efficiently and focus on their remediation. With a connection between PagerDuty and Jira, the transfer of data back and forth between the systems happens in real-time. The result is a speed-up in the start-to-end resolution process  with information accessible on both sides of the PagerDuty Jira integration. Updates on either of the connected sides are visible, too, even for end-users.

The result is improved digital operations processes, healthy IT infrastructure, and happy clients.

Deciding on a solution for the PagerDuty Jira integration

System integration is not an easy task. It requires thorough research, testing, and checking if the desired tools compatibility with the enterprises needs and requirements. The research process itself could take up to six months or more. Sometimes, even after that, companies find it hard to implement certain integration solutions.

The right integration solution must provide much-needed scalability, granular observability on critical business processes, and high levels of data security.

Its important to mention that the chosen integration tool must be flexible enough to withstand the rapid expansion of the companys IT needs. Teams and stakeholders need transparency. The easiness of the preferred integration tool is also a derived feature.

The ZigiOps no-code integration platform fits all the criteria. You can learn more about it on our ZigiOps product page.

Why pick the ZigiOps integration platform?

The ZigiOps integration platform is a fully 100% no-code tool. It is implemented fast and easily even in the most complicated IT infrastructure. The fact that ZigiOps does not require additional scripts or coding makes it a preferred integration tool among non-technical users: saving time and resources without breaking the bank.

ZigiOps combines flexibility and scalability with the ability to establish a seamless bi-directional connection between some of the most popular ITOM, ITSM, Cloud, and CRM systems available. The tool makes the PagerDuty Jira integration happen smoothly.

In a couple of clicks, ZigiOps begins acting like a bridge between the two connected systems  enabling the transfer of information between them and syncing them in real-time. The latter is important because it helps keep IT teams and end-users updated on operations and their progress.

In compliance with the latest data security requirements, ZigiOps does not store any of the data transferred between the connected PagerDuty and Jira. Automating vital tasks and operations within the IT ecosystem, the no-code integration solution makes workflow optimization smoother.

Why perform the PagerDuty Jira integration?

A DevOps-ITSM integration is one of the most sought-after solutions for mid-to large-scale companies with vast, multi-tiered IT infrastructures. That allows them to easily cope with incoming customer-related issues and problems and solve them quickly.

When a bi-directional PagerDuty Jira integration occurs within the IT ecosystem, the responsible departments cross-communicate effectively. Data exchange happens on the go, with any issues or problems managed and fixed shortly after appearing. Real-time sync-time sync and updates are another beneficial aspect of the PagerDuty Jira n and updates. The usually cumbersome workflow processes get optimized in no time, eliminating the possibility of siloed data channels.

The PagerDuty Jira integration allows the smooth transfer and sync of data such as:

• Incidents
• Bugs
• Tasks
• Issues
• Stories
• Custom records

The entire array of digital operations processes instantly improves, as well as the overall productivity and performance of the employees.

Additionally, the fast speed at which the end-users requests are handled leads to higher customer satisfaction.

The PagerDuty Jira integration use case

A DevOps-ITSM integration is one of the most sought-after solutions for mid-to large-scale companies with vast, multi-tiered IT infrastructures. That allows them to easily cope with incoming customer-related issues and problems and solve them quickly.

When a bi-directional PagerDuty Jira integration occurs within the IT ecosystem, the responsible departments cross-communicate effectively. Data exchange happens on the go, with any issues or problems managed and fixed shortly after appearing. Real-time sync-time sync and updates are another beneficial aspect of the PagerDuty Jira n and updates. The usually cumbersome workflow processes get optimized in no time, eliminating the possibility of siloed data channels.

The PagerDuty Jira integration allows the smooth transfer and sync of data such as:

• Incidents
• Bugs
• Tasks
• Issues
• Stories
• Custom records

The entire array of digital operations processes instantly improves, as well as the overall productivity and performance of the employees.

Additionally, the fast speed at which the end-users requests are handled leads to higher customer satisfaction.

The PagerDuty Jira integration use case

The plenty of use case scenarios that prompt the execution of PagerDuty Jira integration bi-directionally. Some of them include the transfer and synchronization of:

• PagerDuty (Incidents) to Jira (Issues)
• PagerDuty (Incidents) to Jira (Bugs)
• PagerDuty (Incidents) to Jira (Tasks)
• Jira (Issues) to PagerDuty (Incidents)

But lets look at one of the most frequent use cases that calls for PagerDuty Jira integration. A company has introduced the two systems, PagerDuty and Jira, into their IT infrastructure. As a result, the company has two teams that operate them and deal with the information accumulated.

The PagerDuty service desk department receives a notification. Its a newly logged user-related incident in the system. It is their priority to investigate and analyze it and decide on the most appropriate way to resolve it. That must be done as soon as the incident is detected so as not to affect the user experience. Upon looking into the PagerDuty incident, our service desk team discovers that it was a software bug. To be remediated, the bug needs the attention of the developers. As follows, the PagerDuty issue has to enter the Jira system instantly.

Whenever PagerDuty and Jira are not connected, logging the PagerDuty issue is done manually. It would take a decent amount of time and resources. Not to mention the fact that manual data transfer often ends up in data inconsistencies and leaks. The tension of the manual labor, combined with the frustration of possible miscommunication between PagerDuty and Jira teams, usually results in slowdowns.

However, when a tool like ZigiOps handles the PagerDuty Jira integration, all the above-mentioned issues are eliminated in less than five clicks.

PagerDuty Jira integration set-up process with the ZigiOps connector

For further information on the PagerDuty Jira integration, check out our detailed integration page.

The first step of the PagerDuty Jira integration is about installing the ZigiOps no-code integration platform. The ZigiOps connector comes with some easy to fulfill requirements. Its initial installation process takes a couple of minutes. To answer the needs of different enterprises, ZigiOps comes in two versions: an iPaaS and on-premise.

The on-premises version takes less than five minutes to install. No additional coding actions or changes in other applications are required. Because ZigiOps does not save any of the data transferred between the connected systems, its 100% safe to use it.

The ZigiOps platform initial log-in screen with credentials needed.

To enter the ZigiOps, youll need to fill in your username and password.

After logging, youre transferred immediately to the ZigiOps platforms Dashboard.

ZigiOps PagerDuty Jira integration health check status

The Dashboard displays important information such as the health status of our connected systems, current number of active integration licenses and more.

Our actual PagerDuty Jira integration starts at ZigiOps Connected Systems section. It displays the systems wed like to integrate  in our case, they are PagerDuty and Jira.

‍PagerDuty Jira integration connected systems menu

Upon clicking on Add New System from the menu, ZigiOps provides a list of all the systems that are currently available for integration within the tool.

After selecting the systems wed like to connect, ZigiOps requires us to fill in a few credentials that will enable it to establish the bi-directional PagerDuty Jira integration.

Connecting to Jira

Before executing the PagerDuty Jira integration, we need to connect to Jira. For this to happen, well need the following information:

• URL of our Jira instance
• Username
• Password

Its also possible to login through a proxy if the occasion calls for it.

Connecting to PagerDuty

Next part of our PagerDuty Jira integration is connecting to the PagerDuty system. Just like with Jira, here, ZigiOps also needs some details so it can proceed with the connection:

• PagerDuty instance URL
• API token

Picking our PagerDuty Jira integration template from ZigiOps template library

The next step of the PagerDuty Jira integration process is to load the exact template that fits the current integration needs. Unlike most of the integration solutions out there, ZigiOps has an extensive library of pre-defined templates.

Thanks to that, users do not waste time and immediately move their integration process forward.

There is also an option for creating and importing custom templates. That is a useful solution for those cases that have special requirements.

PagerDuty Jira integration: PagerDuty incidents to Jira tasks execution

Its time to start setting up the PagerDuty Jira integration. With ZigiOps, it begins in the Configuration menu. There, we have to define which of the desired systems will be first (the initial source of transferred information) and which second (the recipient of the information).

In our PagerDuty Jira integration (bi-directional connection) System 1 (the source) is PagerDuty, while System 2 is Jira.

The Entity fields under each system help identify the type of data were going to transfer from PagerDuty to Jira.

As seen, from PagerDuty we can send:

• Notes
• Schedule
• Alerts
• Users
• Actions
• more

Entity 2, defined by System 2 (Jira) has the following:

• Sprints
• Epics
• Priority
• Sub-tasks
• etc.

Continuing on with our PagerDuty Jira integration. After defining the entities and the correlation logic ZigiOps will use to establish the connection between the systems, we can click SAVE.

ZigiOps PagerDuty Jira Integration  Action Levels

Action Levels play a crucial role not only in the current PagerDuty Jira bi-directional integration, but in general. ZigiOps advanced capabilities allow the usage of more than one. However, in the course of our current bi-directional integration, ZigiOps action levels will be limited to just 3  Create Task, Update Incident and Update Task.

Create Jira Task Action

With ZigiOps, creating a Jira task effortlessly. This action allows us to tailor the integrations trigger and trigger conditions. Additionally, we can also define our integrations expressions.

Update Jira Task Action

Thanks to ZigiOps bi-directional integration capabilities, updating the task in Jira in real-time happens fast and automatically.

Updating the Jira task section allows us to outline the time interval on which the tool will look for new updates.

The Trigger conditions, available in ZigiOps, play a crucial role in our PagerDuty Jira integration. Since the integration platform uses polling as a trigger action to search for newly created incidents inside PagerDutys instance. The time interval on which the ZigiOps platform will perform scanning can be adjusted to minutes, seconds, or days.

We have a trigger condition that consists of field name and value, which must be populated for ZigiOps to perform the scan.

As already mentioned, ZigiOps provides users with advanced field mapping functionalities. As a result, It teams gain unprecedented control over the information details the connector can fetch and transfer.

From there on, our PagerDuty Jira integration with ZigiOps starts working rightwaway.

In Conclusion

The combination of ITSM and DevOps tools enhances customer service. DevOps teams focus on resolving any incoming customer-related issues and problems on the spot. That leads to fulfilling the companys sales target, and client retention percentage skyrockets.

Integrating solutions like PagerDuty and Jira Software ensures smooth cross-team collaboration between the teams, thus preventing siloed communications and data misinterpretations. The PagerDuty Jira integration allows both parties to continue work in alignment while each of them uses the tool of their preference.

The ZigiOps connector establishes a seamless bi-directional connection between comprehensive systems like PagerDuty and Jira, syncing data and automating workflows within minutes.