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Connect a Jira Service Management site from Deploy → Jira. Route each service project to the Fini agent that should handle its requests, then use Reply Rules to choose customer replies, internal notes, or no reply.

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Connect and route projects

You need an Atlassian account with access to the service projects you want Fini to handle, and a Fini agent with the appropriate knowledge and instructions.
1

Connect Jira

Click Connect Jira, sign in to Atlassian, and select the Jira site to authorize. Back in Fini, confirm Connection details shows the expected site and Connected.
2

Map projects to agents

Under Bot routing → Bot and project mapping, select a bot and one or more projects. Project labels include their name, key, and ID. Projects without an assigned bot are excluded from processing.
3

Save routing

Click Save changes. Each route must have a bot and at least one project. Saving routing is separate from connecting the site.
4

Choose reply behavior

Click Go to Reply Behavior Settings. Use Jira as the source and, when needed, a Jira project condition to scope the rule. Start with internal notes if your team wants to review recommendations before enabling customer-facing replies.

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How replies work

Fini processes eligible Jira requests in mapped projects. Public reply outcomes create customer-visible comments; recommendation outcomes create internal notes. No reply suppresses a response. Routing alone does not override Reply Rules. Before sending, Fini rechecks that the request is not closed, still belongs to the routed project, and is not owned by a human in Fini. Test these conditions with a non-production request before rolling out customer replies. Jira is also available in the shared source filters used to find conversations. Use Inbox and AI Steps to inspect the selected agent, reply rule, and result.

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Verify the connection

Create or update a test request in a mapped service project. Confirm it appears in Fini, uses the intended agent, and produces the expected public comment, internal note, or no-reply outcome. An unmapped project should not be handled. A connected account alone does not prove webhook delivery and reply permissions are working.

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Why Jira isn’t working

Check the connected Atlassian account’s Jira permissions. Only accessible service projects are listed. Click Try again after fixing access.
The saved webhook state is missing or expired. The page asks you to reconnect Jira to restore processing; saving project mappings does not repair authorization or renew a broken connection.
Authorization could not be refreshed. Use Disconnect Jira, confirm the disconnect, then connect again and verify project routing.
Check Reply Rules first: the outcome may be an internal note or no reply. Also check whether the request is closed, moved to another project, or has been taken over by a human in Fini.