Jira and SLAtech Vantage: issues, comments and hours

SLAtech Vantage reads the issues of one Jira project, the comments on them and their worklogs, and turns them into tasks, conversation and hours with a rate. The integration is read-only: nothing is written back to Jira. Hours kept in Tempo rather than in Jira itself are not pulled. Both Jira Cloud and Jira Data Center are supported.

What is pulled from each Jira issue

From every issue in the connected project, the following comes in:

• The issue key, summary and description, and who reported it;
• The status, under your own name for it, together with its category;
• The time estimate, if the task in SLAtech Vantage does not have its own estimate yet;
• The comments, including mentions of people;
• The worklogs, with who logged them, the date and the description.

In a search response Jira returns only part of the comments and worklogs of a long issue. SLAtech Vantage asks for the rest in a separate request, so an issue with a long history does not arrive incomplete.

How a Jira status becomes a work status

Status names differ from team to team, so the conversion goes by the status category, which is the same in every Jira: to do, in progress, done. The original name is kept alongside it, word for word.

• An issue closed with a resolution such as Won't Do or Duplicate is recorded as rejected, not as done.
• A task that is waiting for the customer in SLAtech Vantage does not go back to "in progress" just because it is in progress in Jira. Closing it in Jira does close it.

Later changes in Jira come in on the next sync: summary, description, status, and newly added comments and hours.

Hours from Jira: date, author and rate

Every worklog becomes a line of hours on the task. The date is the working day by the clock of whoever logged it, not the day it was entered: hours logged on Friday for Monday land on Monday.

• The author is matched by their Jira identifier and, failing that, by email. Hours of someone not yet matched still come in, at the project rate, with no owner, and that is visible on screen.
• Each line keeps the rate from the moment it came in. A later rate change does not alter it, and a worklog that is already in is not rewritten.
• Hours for a month that has already been submitted or accepted do not come in, and their count is recorded in the run report.

What the customer sees, and what stays internal

In the portal the customer sees the tasks that came from Jira, their status and the hours logged on them. Comments appear on the task card.

A comment that Jira restricted to a role or a group is marked private in SLAtech Vantage: it is meant for part of the team, and the customer is a different organization. It is not shown in the portal and does not enter the customer's search.

A new task gets an assigned provider organization the moment it is created, so the team can see it and log hours on it.

How to connect, and what is not pulled

The connection form asks for the site address (for example company.atlassian.net), the project key and an API token. Jira Cloud also needs the email of the token's owner; for Data Center you leave it empty and enter a personal access token. The check tests access to the project itself, not only that the token is valid. Each Jira project is a separate connection.

• Read-only. Status changes and comments are not written to Jira.
• Tempo is not pulled. If hours are logged in Tempo, the hours from Jira will be partial. The form says so before you enter the key.
• Attachments are not transferred to SLAtech Vantage today.
• The sync runs once a day, at night.
• The project sources screen, where the details are entered, is open today to the system operator only, so the connection is made through us.

Frequently asked questions