Jira
Jira gives the agent your ticket system on the phone. A caller can ask “what is happening with SUP-1234?” and hear the current status, or report a problem and get a new issue filed while they are still on the line. Integrations - Catalogue - Jira - Connect opens Connect Jira. One connection is shared by the whole company, and every agent that has the Jira tool on uses it.
What you need before you start
Section titled “What you need before you start”- A Jira Cloud site (the address you open Jira on, ending in
atlassian.net). - An Atlassian API token. In Atlassian go to id.atlassian.com - Security - API tokens - Create API token and copy the token straight away. Atlassian shows it only once.
- Preferably a dedicated service account to own the token. Every issue, comment and status change the agent makes is recorded under the token owner’s name.
What you enter
Section titled “What you enter”https://yourcompany.atlassian.net.SUP.First setup
Section titled “First setup”- Create the API token in Atlassian and copy it.
- Integrations - Catalogue - Jira - Connect. Fill in the site URL, account email and token, click Test connection, then Connect.
- Open My Agents - your agent - Skills - Tools & Workflows. Turn the Jira tool on and open its settings.
- Pick the operations. Look up issue and Search issues are ticked by default. Add Create issue, Add comment or Transition issue only if the agent should change tickets.
- Optionally set a Default project key and Default issue type for this agent, and choose Identify the caller by: phone (automatic from caller ID), VAT number, email, a custom identifier the agent asks for, or no tagging. With phone, you can also turn on Pre-load the caller’s tickets on call start.
- Save the agent.
- Prove it: call the agent, read out an existing issue key and ask for its status. Then open the issue in Jira to compare.
What the agent can do
Section titled “What the agent can do”Find tickets
- Look up an issue by its key and read its status and summary.
- Search issues by free text across summaries, descriptions and comments.
- Read the latest comments on an issue.
- List the projects available, so it can pick the right one when the caller names a project.
Change tickets (only the operations you enabled)
- Create a new issue in the default or named project.
- Update an issue’s summary, description or priority.
- Add a comment to an existing issue.
- Move an issue to another status, such as In Progress or Done.
- Assign or reassign an issue to a person by email or name.
Know who is calling
- Tag issues it creates with the caller’s identifier (phone, VAT, email or custom), so the next call from the same person finds their tickets. Issues get a label starting with
vl-caller-.
Troubleshooting
Section titled “Troubleshooting”Test connection fails
A 401 or 403 means the email and token do not match. Make sure the email is the account that created the token, and that the token was not revoked. If the error says Voice Logica could not reach Jira, check the site URL: it must be the full https://...atlassian.net address.
The agent cannot create an issue
Check that Create issue is ticked on the agent and that a project is known: either the caller names one, or a Default project key is set. The token owner also needs permission to create issues in that project.
The agent says it cannot move the issue to the status the caller asked for
Jira only allows the transitions your workflow defines from the issue’s current status. When the requested status is not one of them, the agent gets the list of statuses it can move to and should offer those instead.