1. Log in to Jira Service Management and click the settings cog in the upper right corner. From the menu that appears, navigate to Jira settings - Work Items:

   

   In older Jira documentation and older versions of the Jira interface, this section was called Issues. Atlassian has renamed it to Work Items in recent versions. If you see "Issues" in your menu instead of "Work Items", they are the same section - navigate to whichever label your instance shows.

2. In the left navigation panel, select Fields. You will see a list of all fields currently defined in your Jira instance, grouped under two tabs - Active fields and Deleted fields.

3. Click Create new field. A dialog or panel will appear asking you to select a field type. Choose Short text (plain text only).

   The layout of this screen has changed in recent versions of Jira, so what you see may look different from older documentation screenshots. The field type you need is still named "Short text (plain text only)" or very similar - look for a single-line text type with no special formatting.

4. Name this field ABR Request ID. You can optionally add a description - for example, "Populated by Admin By Request integration with the unique request ID" Click Create to save the field:

   

5. Repeat steps 3 and 4 to create a second short text field named ABR Handled by.

6. Repeat steps 3 and 4 one more time to create a third field named ABR Reason. For this field, instead of "Short text (plain text only)", select Paragraph (supports rich text) as the field type. This allows the denial reason to contain longer text.

   You do not need to assign any specific views to these fields during creation. View assignments are handled in Task 2 (via Field Configurations) and in Task 3 (when you add them to the Request Type form).

1. In Jira, click the settings cog in the upper right corner and navigate to Jira settings - Work Items (the same location where you created the fields in Task 1).

2. In the left navigation panel, locate the Fields section and select Field Configurations. This page lists all the field configurations defined in your Jira instance. Most instances have at least one entry called Default Field Configuration.

3. Click on the field configuration that applies to your Space - the example below uses space Project ABRJIRA. If you are not sure which one applies, use Default Field Configuration - it applies to any Space that does not have a dedicated field configuration assigned. If your Space uses a specific field configuration, use that one instead:

   

   NOTE: V2 terminology change in Jira

   In recent versions of Jira Service Management, what was previously called a Project is often now referred to as a Space, and Project settings may appear as Space settings. These terms refer to the same thing. This guide uses the terminology interchangeably. If your Jira interface still shows "Project" or "Project settings", they are equivalent and the steps are the same.

4. On the field configuration detail page, find each of the three ABR fields (ABR Request ID, ABR Handled by, ABR Reason). Check the status of each field - make sure Required is optional (i.e. no check mark):

   

5. Save your changes.

If all three ABR custom fields already appear in the field configuration with a status of "not Required", this step is already complete. Some Jira configurations automatically include newly created fields in the Default Field Configuration. You can verify this by checking whether the fields appear in the list - if they do , you are good to proceed to Task 3.

If they don't appear:

1. Go to Space settings for your space:

   

2. From the left menu, click Fields and from the top right Actions button, select Edit fields:

   

3. Click the Field configuration scheme for your space/project, followed by button Add field in the top right corner.

4. Add each of the three ABR fields. Your field configuration should now look similar to the example in step 4 above.

1. Go to Space settings for your space/project (do step 1 under If they don't appear: above).

2. From the Space settings menu, select Request types. This displays all the request types currently configured for this Space.

3. Click Create request type (top-right area of the screen) and select Create blank to create a new request type from scratch.

4. Give the request type a descriptive name - for example, ABR Request for Access and click Add.

   This name will appear on every Jira issue created by the integration and in your automation rules, so choose something that makes it clear these issues originated from Admin By Request.

   Next, select the Work type for this request type. In older versions of Jira this option was labelled "Issue type". Depending on your space configuration, you might have a number of choices - two are relevant for requests from Admin By Request:

   • [System] Service request - Admin By Request creates a Jira issue for each elevation request and updates it when the request is approved or denied. Approvers act in the ABR portal, the mobile app, Teams, Slack, or another channel - Jira is used for visibility and audit. This is the simpler option and suits organizations that want Jira as a record-keeping layer rather than an action layer.

   • [System] Service request with approvals - works the same way as the option above, but also adds native Jira "Approve" and "Decline" buttons to each issue. With the automation rule in Example 2, clicking those buttons sends the decision back to ABR automatically. Use this option if you want approvers to be able to act entirely from within Jira, without navigating to the ABR portal.

   IMPORTANT: Choosing a Work Type

   If you plan to set up Example 2 (Approving or Denying ABR Requests in Jira), you must choose [System] Service request with approvals here. The Work type cannot be changed after the request type is created. If you choose the wrong one, you would need to delete the request type and create a new one.

5. Depending on your Space configuration, you may be prompted to select a portal group to assign this request type to. If this prompt appears, choose the appropriate group or leave all options blank. If this screen does not appear, that is expected - not all Spaces have portal groups configured. Simply proceed to the next step.

6. You will now see the Request form tab for your new request type.

   Make sure you are on the Request form tab - not "Issue view", "Work item view" or "Workflow statuses".

   Drag and drop all four of the following fields into the form:

   • ABR Request ID

   • ABR Handled by

   • ABR Reason

   • Description

   The Summary and Instructions fields should already be present in the form - if not, drag them in also:

   

   IMPORTANT: Include the Description field

   The Description field is critical. If it is missing from the Request Type form, ABR's webhook calls will fail silently: the integration setup will appear to complete successfully, and the status in the ABR portal may show as functional, but no Jira issues will actually be created. This is the single most common cause of a seemingly successful setup where nothing appears in Jira. Always add Description alongside the three ABR custom fields.

   If you do not want end-users to see the ABR Request ID in the Jira customer portal, you can set the ABR Request ID field to "Use preset value and hide from portal". This hides it from the customer-facing portal view while still allowing the integration to populate it.

7. Click Save changes. Jira is now ready to receive requests from Admin By Request.

1. On the Set up Jira integration screen, confirm that you have completed all prerequisite steps and click Start setup.

   

2. Enter your credentials into the setup form. You will need all four of the following:

   • Atlassian instance URL - your Jira subdomain in the format yourcompany.atlassian.net.

   • Atlassian username - the email address associated with your Atlassian account. This must be your email address - not a display name or a username. Entering a non-email value here causes the service desk dropdown in the next step to appear empty, which looks like a permissions problem but is actually a field format problem.

   • Atlassian API Token - the global or scoped token you created in the prerequisites.

   • ABR API Key - the key you copied from the ABR portal.

   The form also includes a Scoped API key checkbox. Check this box if you created a scoped Atlassian API token (with the 14 specific scopes listed in the prerequisites). Leave it unchecked if you created a global (unscoped) token.

   This setting tells the integration which type of validation to use when connecting to Atlassian - getting it wrong will cause a connection error.

   

   IMPORTANT

   The ABR API key and the Atlassian subdomain you enter here are permanently associated with this integration instance once it is created. They cannot be changed after setup without completely reinstalling the integration from scratch. Choose these carefully. The Atlassian API token, by contrast, can be updated without reinstalling - see Updating your Atlassian API token.

3. Select the Jira service desk project (Space) you want ABR requests to be sent to. If you have multiple Spaces in Jira Service Management, a dropdown will appear allowing you to choose the correct one.

   If the dropdown appears empty, check that the Atlassian username field in the previous step contains an email address rather than a display name - this is the most common cause of an empty service desk list.

4. On the field mapping screen, associate the integration's three required fields with the custom fields you created in Task 1. The Request type field should be pre-selected based on your earlier choices.

   For each of the remaining three field slots, choose the corresponding custom field name from the dropdown:

   • Map the integration's "Request type" to ABR Request for Access

   • Map "Request ID" slot to your ABR Request ID custom field.

   • Map "Handled by" to ABR Handled by.

   • Map "Reason" to ABR Reason.

   

5. Click Finish installation to complete the setup. New elevation requests from Admin By Request will now be sent to your Jira Space as service requests.

1. If you haven't already, generate a new Atlassian API token at id.atlassian.com - Security - API tokens. When creating a scoped token, enable the same 14 required scopes listed in the prerequisites. Set an expiration date. See Prerequisites step C for full details.

2. Navigate to https://jira.adminbyrequest.com in a browser.

3. On the main screen, select the option to update an existing integration rather than install a new one.

4. Enter your original ABR API key (the key used when the integration was first set up) and your Atlassian subdomain. These are used to identify and verify the integration you want to update.

5. Enter the new Atlassian API Token in the token field. Check the Scoped API key checkbox to match the type of token you created.

6. Save the change. The integration immediately begins using the new token.

7. Make a test elevation request from a device to confirm that a new Jira issue is created in your Space. This confirms the new token is working correctly.

1. Trigger:

   

2. IF Request Type is ABR Request for Access:

   

3. Action 1 - set fields:

   

4. Action 2 - Set Status to Waiting for Approval (possibly optional, depending on workflow):

   

5. Action 3 - Send email:

   

1. Trigger:

   

2. IF Approved:

   

3. Action 1 - Send web request (PUT). Important - make sure you read up on API calls here (API Overview):

   

4. Action 2 - Add Comment to Jira issue (Important - make sure you identify the correct customfield ids - yours might be different from the example):

   

5. Action 3 - Set Status to Resolved:

   

6. IF Declined:

   

7. Action 1 - Send web request (DELETE). Important - make sure you read up on API calls here (API Overview) and here (Requests API):

   

8. Action 2 - Add Comment to Jira issue (Important - make sure you identify the correct customfield ids as described in 1. Creating custom fields in Jira - even if your field names are the same as the example, your customfield ids might be different):

   

9. Action 3 - Set Status to Resolved: