Ticketing Systems

Jira ticket data import (Beta)

This integration is in Beta. It is read-only: Ploy imports ticket data from the Jira projects you choose so that Luna can use it as knowledge and so Ploy can calculate request and approval metrics (ROI). It never creates, updates or deletes anything in Jira.

This is not the integration for managing Atlassian users or licences — for user and licence management use the Atlassian integration. It is also not the Jira ticketing integration that creates and two-way syncs Ploy tickets in Jira (see *Jira Integration* under Ticketing Systems for that).

What Ploy imports

  • Issues from the projects (and optionally the issue types / request types) you select, created in the last 12 months. For each issue Ploy stores the summary, status, issue type, project, resolution, creator/assignee/reporter, key dates, the rendered description and comments, and named custom fields. These are imported as knowledge for Luna.

  • Monthly request metrics for the last 12 months per selected scope: issues created, approved, declined and resolved, plus total time spent, time from creation to approval decision, and time from approval to resolution. Approval data comes from the Jira Service Management approvals field where present.

After the first scan Ploy re-checks once a day.

Before you begin

Decide how Ploy should authenticate. Both options are read-only:

  • OAuth (recommended) — quickest to connect. Ploy sees whatever the connecting Atlassian user can see, and can then list all Jira Cloud sites that user can access.

  • Service account API token: restrict Ploy to specific projects — your Jira admin creates a service account, grants it access only to the projects Ploy should read, and issues it a scoped API token. Jira enforces the restriction on every request, so Ploy cannot see anything else. This path connects a single Jira Cloud site.

Step 1 — Authentication

  1. In Ploy go to Integrations, find Jira (described as *Beta - Imports Jira ticket data into Ploy*) and add it.

  2. Under How would you like Ploy to authenticate with Jira? choose OAuth (recommended) or Service account API token: restrict Ploy to specific projects.

If you chose OAuth

  • Click Connect your Jira Account and approve the request in Atlassian. Ploy asks for the read-only scopes read:jira-work, read:jira-user, read:servicedesk-request and offline_access (so it can refresh its token without you reconnecting).

  • After you approve, Ploy fetches the list of Jira Cloud sites the connected user can access and moves you to site selection.

If you chose a service account API token

  • Use the Atlassian Administration link to open admin.atlassian.com and create the service account and its API token: Directory > Service accounts > Create credentials > API token.

  • Create the token with these Classic scopes and nothing else: read:jira-work, read:jira-user, read:servicedesk-request. Then grant the service account access to only the Jira projects you want Ploy to read.

  • Back in Ploy fill in:

  • Jira site URL — the Jira Cloud site Ploy should read from, e.g. your-company.atlassian.net (only a plain <site>.atlassian.net host is accepted; a pasted https:// URL is trimmed to the host).

  • Service account email — shown on the service account's profile in Atlassian Administration, e.g. [email protected].

  • Service account API token — the token you just created.

  • Ploy looks up the site's cloud ID from the site URL. If it cannot find a Jira site at that address you will see *We couldn't find a Jira site at … Check the site URL.*

Switching between OAuth and a service account token later replaces the previous credentials — the two methods are not used together.

Step 2 — Jira Cloud Sites

Select the Jira Cloud Sites you want Ploy to read from. With OAuth this lists every site the connected user can access; with a service account token it is the single site you entered.

Step 3 — Projects Configuration

For each selected site, select the projects Ploy should import. Only issues from selected projects are ever read. New projects are not picked up automatically — add them here later if needed.

Step 4 — Issue Types and Request Types (optional)

For each selected project Ploy shows two optional filters:

  • Issue Types – <site>/<project> — limit the import to specific issue types.

  • Request Types – <site>/<project> — limit the import to specific Jira Service Management request types.

Leave both empty to import the whole project. If you select request types they take precedence over issue types for that project. Save to finish setup.

After setup

  • The connection is named after the date it was created.

  • Use Test on the integration to confirm Ploy can still authenticate; if Ploy reports that the token could not be refreshed, reconnect the integration (OAuth) or re-enter the API token.

  • To stop importing a project, remove it in Projects Configuration.

Troubleshooting

  • "Jira credentials are invalid or missing" — re-run Step 1.

  • "Failed to refresh Jira token - please reconnect the integration" — the OAuth refresh token is no longer valid (for example the connecting user lost access). Reconnect with OAuth.

  • No data imported — check that at least one project is selected in Step 3; without projects the scan is skipped.

  • Service account sees nothing — confirm the service account has been granted access to the projects in Jira; Ploy cannot see projects the account cannot.

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