Jira Integration


This topic describes integration between Admin By Request and Jira for cloud-based Jira implementations. The integration is relatively simple, comprising three mechanisms: one to create issues in Jira from requests made in ABR, one to handle approved requests and one to handle declined requests. This is the extent of our Jira integration; it is up to the customer to further automate the updating of tickets through Jira automation rules.

Nevertheless, we include in this topic two simple automation rules to illustrate how some things might be done. Customers can use these as the basis for their own automation workflows.

  • The integration covered here is available for Jira Cloud, but not on-premise installations like Jira Data Center Edition.

  • Disclaimer - Admin By Request is not a Jira consultancy and we do not have extensive experience working with Atlassian tools, including Jira. Our integrations and examples are provided for the customer's convenience; they do not carry any warranty whatsoever and must be used entirely at the customer's own risk. We recommend testing everything in a non-production environment and we are not liable for any downtime or loss of productivity or data that might result from using the integrations.

In this article


1. Creating custom fields

2. Creating a custom Request Type

3. Integrating Jira with Admin By Request

Updating Jira issues

Creating Jira automation rules


To complete the setup, you will need the following:

  1. A Jira Service Management username and an Admin By Request Portal username.

    You must have administrator access to both Jira Service Management and the ABR Portal.

  2. A Jira Service Management API token associated with your username.

    For information on managing API tokens in Jira, refer to https://support.atlassian.com/atlassian-account/docs/manage-api-tokens-for-your-atlassian-account/.

  3. An API key in your ABR Portal:

Once you have this information, we’re ready to get started.

There are three main tasks required to configure Jira integration. The next three sections describe each task in detail.

1. Creating custom fields

The integration requires you to set up a few custom fields. These fields hold information about:

  • The ID of the request from Admin By Request (can be used for further automation).

  • The name of the approver (if the request is approved from the platform or via another integration).

  • The reason supplied if a request is denied.

2. Creating a custom Request Type

A custom Request Type enables Jira to identify any requests coming from theAdmin By Request servers.

3. Integrating Jira with Admin By Request

Now that the pre-requisites are in place, head over to https://jira.adminbyrequest.com to start the setup process.

Updating Jira issues

When a user makes a request via ABR for either an "Admin Session" or to execute something "Run As Admin", a Jira issue is created in your selected service desk instance.


It can take several minutes after the ABR request is submitted for the issue to be created in Jira.

The Jira Summary indicates the type of request: Admin session or Run as admin. This field is updated once the request is either APPROVED or DENIED.

For example, the following list of issues shows one "Run as admin request" waiting for approval, two "Admin session" requests approved and one admin session denied:

What next?

The preceding sections cover the extent of the Admin By Request Jira integration. If you want to do more with Jira issues once they have been created, you can use Jira automation to populate issues with more information or to carry out actions such as email notifications.


The examples provided in the next section are for convenience only - we do not support any Jira automation rules and they must be used entirely at the customer's own risk.

If you do decide to work with Jira automation, note the following:

Creating Jira automation rules

Using the Jira Audit log

The Jira Audit log is a very useful tool when working with Jira automation, especially as an aid in troubleshooting.

Each rule has its own Audit Log:

Linking back to the ABR Portal

A future release of the Jira integration will almost certainly include a link back to the ABR Portal "Requests" page, from where requests can be approved or denied. Until this is available, Example 1 below provides a workaround that customers can implement using a Jira rule (Action 1 - set fields, Description).