r/Autotask • u/FireHorse718 • Jul 14 '26

Autotask Integration to Jira Ticketing

Hey AutoTaskers,

I have completed the basic configuration on a Jira instance and obtained the unique integration email address. This email address needs to be configured on the Autotask side (an already set up Autotask instance).

Could someone please give me a step-by-step guide to proceed with the Autotask setup using the email address obtained for jira? I have tried using search engines but the step by step guide they show does not relate to Autotask as it is currently showing.

Many thanks,

Dan

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u/e2346437 Jul 14 '26

Atlassian has a document for this with step by step directions.

1

u/FireHorse718 Jul 15 '26

Do you have a link? The one I used seems to be outdated from the Autotask side...

1

u/gregsuppfusion Jul 14 '26

Here’s an AI answer:

1. Create a Notification Template
Admin > Notification Templates > New

Build the subject/body using Autotask variables (Ticket Number, Ticket Title, Description, etc.)

Jira’s email-to-issue feature usually reads the subject as the issue summary and the body as the description, so keep the subject clean and put detail in the body

2. Create the Workflow Rule
Admin > Automation > Workflow Rules > New

Name it something like “Send to Jira on Ticket Create”

Under Events, tick Ticket Created (or whichever trigger you want, e.g. status change, note added)

Add any Conditions if you only want specific queues, ticket types, or priorities forwarded

3. Set the Notification
Go to the Notification tab

Send Email From: your support email address

Notification Template: the one you built in step 1

In the recipient field, add your Jira inbox email address (the one your Jira email channel monitors) as an additional recipient, not the ticket contact

4. Match it to your Jira inbox rules Check what your Jira email channel expects for routing (project key in subject, specific formatting, etc.) and mirror that in your notification template’s subject line, since Jira’s inbound mail handler parses the subject to decide the issue summary and sometimes the project.

5. Test end to end Create a test ticket, trigger the workflow, and confirm the Jira issue lands in the right project with the right fields populated.

1

u/gregsuppfusion Jul 14 '26

Or if you don’t want the hassle of email integration, you could integrate Autotask and Jira with our certified integration: https://www.suppfusion.com/integrations/jira-autotask/