SymphonyAI to Jira

This recipe links SymphonyAI tickets to Jira by triggering on new or updated Incidents/Service Requests (via webhook) that match a Jira routing rule, then creating or updating the corresponding Jira issue, storing the Jira key back in SymphonyAI, and keeping both systems synchronized. With configured project and status mappings, it transitions the Jira issue to reflect SymphonyAI state changes, uploads any SymphonyAI attachments to Jira, and posts the latest user communications from SymphonyAI as Jira comments. The flow is idempotent (checks for an existing Jira issue before creating), runs under active SymphonyAI and Jira connections, and stops the job after completing updates to ensure near real-time, consistent information across both platforms.

Prerequisites

Connections: SymphonyAI connector, Jira connector.
Configuration: Project mapping (SymphonyAI queue/catalog/service to Jira projectKey and issueType), status mapping.

Trigger

When a ticket is created or updated in SymphonyAI (Incident/Service Request) with integration flag = Jira or matching a routing rule.

The workflow starts when a webhook is triggered.
It creates or updates a Jira issue.
If attachments are present, it uploads them to Jira.
If there is user communication, it adds it as a comment in Jira.
Finally, it stops the job.

Main Flow

Creates a Jira issue (if not already created), updates SymphonyAI with Jira information and transfers all incident attachments from SymphonyAI to Jira automatically. This ensures both systems stay synchronized.

The following recipe displays the Workflow initiation and Trigger. For more information about the flow, refer to the Field Description.

Field Description

The following table describes the Main flow of the Recipe.

Step No.	Step Name	Type	Description
1	CreateIncident jira HTTP webhook	Trigger	Starts the workflow when a webhook is received.
2	If Jira ticket in Step 1 is not present	Condition	Checks if a Jira issue does not already exist.
3	Create issue in Jira	Action	Creates a new issue in Jira.
4	If Step 3 is present	Condition	Checks if Jira issue was created successfully.
5	Update incident for user in SymphonyAI v5	Action	Updates the incident details in SymphonyAI.
6	If Has attachment equals Yes	Condition	Checks if the incident has attachments.
7	GetIncident Details in SymphonyAI v5 (Custom)	Action	Gets full incident details from SymphonyAI.
8	For each item in Change history	Loop	Goes through each change made in the incident.
9	If Column name equals Attachment	Condition	Checks if the change is related to attachment.
10	Create variable Attachments	Action	Creates a variable to store attachment data.
11	Repeat the following steps	Loop	Repeats steps for multiple attachments.
12	If Attachments index is present	Condition	Checks if attachment exists at that index.
13	GetAttachment base64 in SymphonyAI v5	Action	Gets attachment file in base64 format.
14	If Output is present	Condition	Checks if attachment data was received.
15	Upload attachment to issue in Jira	Action	Uploads attachment to Jira issue.
16	While Attachments length greater than index	Loop	Keeps looping until all attachments are uploaded.

Else Flow

Detects new user communication in the incident, confirms it is the latest update. Automatically posts that communication as a comment in Jira. Stops the workflow after completing the update. This keeps Jira comments updated with the latest user communication from SymphonyAI.

The following recipe displays the Workflow. For more information about the flow, refer to the Field Description.

Field Description

The following table describes the Else Flow of the Recipe.

Step No.	Step Name	Type	What It Does (Simple Explanation)
17	Else – do the following steps	Condition	Runs these steps if earlier conditions are not met.
18	GetIncident Details in SymphonyAI v5 (Custom)	Action	Gets incident details again.
19	Create variable LastModifiedDate	Action	Stores last modified date of incident.
20	For each item in Change history	Loop	Goes through change history again.
21	If Column name equals User Communication	Condition	Checks if change is related to user communication.
22	Create variable LoopChangeDate	Action	Stores change date for comparison.
23	If LastModifiedDate equals LoopChangeDate	Condition	Checks if this is the latest change.
24	Create comment for issue in Jira	Action	Adds a comment to the Jira issue.
25	Stop Job	Action	Stops the workflow.

Integrate SymphonyAI to Jira

This integration will create an Incident in Jira when a new Incident is logged in Summit.

Log in as an Admin.
Navigate to Projects in Integration Hub.
Check if active Connections exist and check if the Recipe is active. If, connections are not active then inform POC to activate the same.
Create Incident in Apex 2.0 with Workgroup as Application Support and Urgency to Critical.
These values must be mandatorily set.
Navigate to Integration Hub > Projects > Recipes > SymphonyAI-Jira Recipe.
New Job must be created in Jobs section.
Click the latest job, navigate to Create Record in Incident table in Jira. Validate the Jira Incident number.