Jira Service Management

Jira Service Management is the ITSM anchor inside RectifAI.

What JSM is used for

RectifAI uses JSM to support:

• incident issue creation
• workflow status alignment
• default project and issue type configuration
• problem record creation
• action item creation

Setup flow

Open Integrations → JSM and complete the following:

1. Connect Jira through OAuth
2. Choose the default Jira project
3. Choose the default issue type for incidents
4. Choose the issue type for problem records
5. Choose the issue type for action items
6. Review and save the Jira status mapping

Status mapping

RectifAI needs to know how your Jira workflow maps to the app’s internal incident states.

The important internal states are:

• CREATED
• INVESTIGATING
• RESOLVED
• CLOSED

If Jira cannot transition to a matching status, RectifAI will block the sync and surface a clear error rather than silently drifting out of sync.

What happens during incident creation

If JSM is configured correctly, RectifAI will try to create the Jira issue during incident creation.

If Jira issue creation fails:

• the incident can still be created in RectifAI
• the failure is treated as best-effort during creation
• you can fix the integration and continue operating

Problem records and action items

After an incident, RectifAI can create:

• a Jira problem issue
• child action items beneath that problem issue

This helps convert incident learnings into tracked follow-up work.

Common support checks

If JSM is not behaving as expected, verify:

• the workspace is connected to Atlassian
• the default project is still valid
• the selected issue types still exist
• the status mapping still matches the Jira workflow
• the connected user still has permission to create and transition issues