Set up a Jira service account

Brian Mohr Updated by Brian Mohr

What to know

  • Service accounts help prevent potential issues when connecting to a specific employee account.
  • Users Jira permissions are automatically respected by Jira Integration+
  • Service accounts can be used to limit access to the main user via Jira configuration. The main user is the user who initially connected your bot in Slack to your Jira instance.
  • There are also settings you can use to limit access via configuration.

Permissions Requirements for Helpdesk +

  • Jira Permissions: The main authorized user needs the following permissions to create a connection to the APIs. Individual users do not need these permissions:
    • Jira Administrator Access
    • JSM Agent Role: For each selected service desk, main authorized users must have the JSM Agent role. If using Jira software projects, agent roles are not required.
    • JSM License: A valid Jira Service Management (JSM) license is required for integration functionality.

To better understand user types in Helpdesk+ please visit our helpdoc.

Note: Atlassian sometimes makes other users re-auth if the "main" user is changed. It has to do with how the OAuth keys work with the APIs and not something we can control. If your instance acts this way then users will be asked to re-auth on their next action.

How to set up

  1. Create the Jira account
  2. Make this user an admin in Jira
    1. Check Permissions Schemes for the following permissions have to be granted:
    2. Browse Project
    3. Create Issue
    4. Comment on Issue
    5. Edit Issue
    6. Transition Issue
    7. Add Attachment
  3. Add the service account to the relevant Project Role in each project to ensure it has access to perform all actions
  4. Go to
  5. Scroll down to the "main authorized user"
  6. Click "change"
  7. Authenticate as that user (make sure it is not logged in as you).

How did we do?

Admin Installation and Connection Guide

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