Overview
The Jira integration for Listen allows you to connect ideas and feedback to Jira issues so that product and engineering work stays aligned. You can create new Jira issues or link to existing ones, and when status syncing is enabled, status changes in Jira are automatically reflected in the linked idea or feedback item in Listen.
For an overview of all Jira integration features, see Overview of Jira integration with Pendo. To set up or configure the Jira integration, including connecting Jira spaces and configuring status mappings, see Set up the Jira integration with Pendo.
With the Jira integration for Listen, you can:
- Link and unlink ideas in Listen to Jira issues.
- Link and unlink feedback items in Listen to Jira issues.
- Create a new Jira issue from within Pendo and link it to an idea or feedback item.
- View and access linked Jira issues from within an idea or feedback item.
- Receive email updates about status changes.
- Manage which linked Jira issue syncs its status back to the idea or feedback item.
Link an idea or feedback to a Jira issue
You can link one or more Jira issues to an idea or feedback item in Listen. This allows you to track engineering progress in context and, when status syncing is enabled, automatically receive status updates from Jira.
To link a Jira issue to an idea or feedback item in Listen:
- Open the relevant idea or feedback item from Listen > Ideas or Listen > Feedback.
- Select Actions > Link to Jira. For an idea, the list of available actions are shown below:
- Choose one of the following options:
- Create a new Jira issue. If you're starting a new issue, select this option.
- Link to an existing issue. Search for an existing issue by name, issue number, or project.
- If creating a new issue in Jira:
- Select a Jira space to add the issue to.
- Select the Issue type. You can choose to create an issue (default), task, bug, epic, or subtask type.
- Enter a Summary for the issue. This is a required field.
- Enter a Description of the issue. We recommend adding as much information as possible.
- Complete the additional fields for the issue type.
- Select Sync status with issue to allow the status of the issue to sync with the idea. This option is only available when you have multiple Jira issues linked to an idea.
- Select Create new.
- The new issue is listed in the Linked tab of the idea.
- Select Open in Jira to view the issue. This opens Jira in a new tab of your browser with the Jira issue open.
Change which Jira issue syncs status
When you link multiple Jira issues to an idea or feedback item, only one of those Jira issues can sync its status back to Pendo. By default, the first Jira issue linked to the item is used for status syncing.
To change which Jira issue determines the synced status:
- Open the idea or feedback item in Listen.
- Go to the Linked tab in the idea.
- Identify the Jira issue you want to sync, and select Sync status from Jira.
The new issue will have the label Jira status sync.
View and manage linked ideas and feedback
Ideas and feedback are linked to Jira issues from the Pendo section inside the Jira ticket. This allows you to see all Listen items that are linked to an issue and to go to a linked idea or feedback item in Pendo directly from within the Jira ticket. Select an idea or feedback item to open it in Pendo.
Unlink a Jira issue from an idea or feedback
Unlinking a Jira issue from an idea or feedback item doesn't delete the Jira issue or idea. It only removes the link between them.
To remove the link between an idea and a Jira issue in Pendo:
- Open an idea or feedback item.
- Open the Linked tab. This shows a list of linked Jira issues.
- Hover over the relevant card for the Jira issue.
- Select Unlink Jira issue.
Unlink an idea or feedback from a Jira issue
Unlinking a Jira issue from an idea or feedback item doesn't delete the Jira issue or idea. It only removes the link between them.
To unlink an idea or feedback item from Jira:
- Open the relevant Jira issue.
- Scroll to the Pendo section of the Jira issue.
- Hover over the relevant idea or feedback item to remove the link.
- Select Delete.
Activity log
View the history of status changes in the Activity log of the idea or feedback item. The log includes both automated status updates received from Jira and manual status changes made by users in Listen.
Troubleshooting
If you experience issues with the Jira integration in Listen, try the following:
- Jira integration isn't visible in Listen. Verify that you're using a reauthenticated integration. For more information, see Set up the Jira integration with Pendo.
- You can't access Jira settings in Listen. You must be an admin to access the Jira settings in Listen.
- Status updates aren't syncing. Re-save your Jira sync settings in Listen > Listen settings > Jira. Status updates can take a while to be reflected in Pendo. If the problem continues, contact Pendo Support.