Service Project Integration

• Overview
• Service project configuration
  • Project selection
  • Issue type
  • Summary customization
  • Metadata
  • Save / clear
• Service notifications
• Issue tracking
  • Tracked operations
  • How it works
  • Settings
  • Issue property structure
  • JQL examples
  • Troubleshooting
  • Sync process
• Next steps

Part of the Administration reference. API Restrictions | Admin Tools | Audit Logs | Service Projects

Overview

Service Project Integration allows the application to automatically create Jira issues in a service desk project when certain events occur (e.g., script errors, notifications). It also tracks which issues were affected by script executions.

Two components:

• Service Notifications - automatic issue creation with configurable templates
• Issue Tracking - buffered sync of script execution data to Jira issue properties

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Service project configuration

Configure the service project in the Admin tab under Service Project Settings.

Project selection

Select the target Jira project where issues will be created. Only projects accessible to the application are listed.

Issue type

Set the default issue type for created issues. Available types depend on the selected project.

Summary customization

Setting	Description
Summary Prefix	Text prepended to issue summaries (e.g., [Studio])
Summary Postfix	Text appended to issue summaries

Metadata

Setting	Description
Labels	Comma-separated labels applied to created issues
Component	Default component for created issues
Assignee	Default assignee (searchable, minimum 2 characters)
Custom Fields	JSON-formatted custom field values

Save / clear

• Save - store the configuration
• Clear - remove the configuration and disable service notifications

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Service notifications

When configured, the application creates Jira issues with:

• Summary: prefix + notification summary + postfix
• Description from the notification details
• Configured labels, component, assignee, and custom fields
• Issue type from the configuration

Issue creation is non-blocking - if it fails, the error is logged but does not affect the triggering operation.

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Issue tracking

Issue tracking records which Jira issues were affected by script executions. Data is buffered locally and synced periodically to Jira issue properties.

Tracked operations

Operation	Trigger
create	Script creates a new issue
update	Script updates an issue, adds a comment, worklog, or watcher
transition	Script transitions an issue
delete	Script deletes an issue

How it works

1. When a script modifies a Jira issue (create, update, transition, etc.), an entry is added to the tracking buffer
2. A scheduled sync reads pending entries and writes them as Jira issue properties via bulk API
3. Issue properties contain a history of which scripts affected the issue, with timestamps and operation types

Settings

Setting	Description
Tracking Enabled	Toggle issue tracking on/off
Sync Hour	Hour (0-23) for the daily sync (adjusted to site timezone)

Issue property structure

Each tracked issue receives a studio-executions property:

{
  "lastRunAt": "2025-01-15T10:30:00+00:00",
  "lastScriptId": "abc-123",
  "runCount": 5,
  "hasErrors": 0,
  "scriptIds": "abc-123 def-456",
  "history": [
    { "ts": "2025-01-15T10:30:00+00:00", "sid": "abc-123", "vid": null, "ok": 1 }
  ]
}

• hasErrors is a sticky flag - once set to 1, it stays 1 permanently
• history keeps the last 400 entries per issue
• scriptIds is a space-separated list of all scripts that ever modified the issue

JQL examples

Use Jira issue property syntax to search for tracked issues:

JQL	Description
issue.property[studio-executions].runCount > 0	All issues modified by scripts
issue.property[studio-executions].hasErrors = 1	Issues with failed executions
issue.property[studio-executions].lastScriptId = "abc-123"	Issues last modified by a specific script
issue.property[studio-executions].scriptIds ~ "abc-123"	Issues ever modified by a specific script
issue.property[studio-executions].runCount > 10	Frequently modified issues

Troubleshooting

Issue	Solution
Pending count not decreasing	Check that sync hour matches expectations (uses site timezone). Use “Sync Now” button for manual sync
Entries stuck in-flight	In-flight entries are automatically reset after 24 hours. The next sync will retry them
No data on issues	Verify tracking is enabled. Only write operations (create/update/transition/delete) are tracked, not reads

Sync process

The sync runs at the configured hour and processes entries in batches:

1. Pending entries are grouped by issue
2. Existing issue properties are fetched via search API
3. New data is merged with existing history
4. Properties are written via Jira bulk API
5. Synced entries are cleaned up after 30 days

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Next steps

• Administration - All admin configuration
• Admin Tools - Import/export, health check, diagnostics
• Audit Logs - Settings and script execution audit

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Related Docs

• API Restrictions
• Audit Logs
• Compliance & Drift Monitoring
• Administration
• Admin Tools