> ## Documentation Index
> Fetch the complete documentation index at: https://docs.usefini.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Jira Service Management

> Connect Jira Service Management, route projects to Fini agents, and control customer replies and internal notes with Reply Rules.

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](https://docs.usefini.com/en/automations/reply-behavior.md) to choose customer replies, internal notes, or no reply.

## 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.

## 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](https://docs.usefini.com/en/testing/inbox.md) and AI Steps to inspect the selected agent, reply rule, and result.

## 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.

## Why Jira isn't working

> **No accessible service projects**
>
> Check the connected Atlassian account's Jira permissions. Only accessible service projects are listed. Click **Try again** after fixing access.

> **Routing says Needs attention**
>
> 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.

> **The connection says Reconnect required**
>
> Authorization could not be refreshed. Use **Disconnect Jira**, confirm the disconnect, then connect again and verify project routing.

> **The request is visible but no customer reply was sent**
>
> 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.


## Related topics

- [Channel overview](https://docs.usefini.com/en/deploy/overview.md)
- [Setting up Fini for healthcare](https://docs.usefini.com/en/industry-setup/healthcare.md)
- [Security questionnaire answers](https://docs.usefini.com/en/evaluate/security-questionnaire.md)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.