Rootly to Jira Sync

Configure Rootly workflows to create and update Jira issues from incidents with native and custom field mapping, project routing, and assignee logic.

This page covers the Rootly workflow actions for writing to Jira — creating issues, updating them, and creating subtasks. For the reverse direction (Jira events updating Rootly), see Jira → Rootly Sync.

Workflow Actions

Create Jira Issue

Creates a new ticket in a Jira project. You must select the Project Key and Issue Type for the ticket to be created correctly.

This action can be used for both incidents and action items. For action items, using Create Jira Subtask is recommended if your team uses subtasks — but if not, this action works as well.

Project Key · select

The Jira project where the issue will be created.

Issue Type · select

The type of Jira issue to create. Options are pulled from the selected project.

Summary / Title · string

The title of the Jira issue. Supports Liquid syntax (e.g., {{ incident.title }}).

Description · string

The description of the Jira issue. Supports Liquid syntax (e.g., {{ incident.summary }}).

Assignee (email address) · string

Assign the Jira issue to a user by email. Supports Liquid syntax.

Update Jira Issue

Updates an existing ticket in Jira. You must reference the issue in the Jira Issue to Update field using {{ incident.jira_issue_id }}.

This action only works if a Jira issue has already been created and linked to the incident.

Jira Issue to Update · string

Reference to the existing Jira issue. Use {{ incident.jira_issue_id }} to dynamically target the issue linked to the current incident.

Summary / Title · string

Updated title of the Jira issue. Supports Liquid syntax.

Description · string

Updated description. Supports Liquid syntax.

Status · select

Transition the issue to a new status. Options are pulled from the selected project and issue type.

Assignee (email address) · string

Reassign the Jira issue to a different user. Supports Liquid syntax.

Create Jira Subtask

Creates a subtask under an existing Jira issue. Intended for action items or sub-incidents. The Project Key must match the one used when creating the parent issue.

Parent Jira Issue · string

Reference to the parent Jira issue. Use {{ incident.jira_issue_id }} to link the subtask to the current incident’s issue.

Project Key · select

Must match the project used to create the parent issue.

Summary / Title · string

Title of the subtask. Supports Liquid syntax.

Description · string

Description of the subtask. Supports Liquid syntax.

Assignee (email address) · string

Assign the subtask to a user by email. Supports Liquid syntax.

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Jira Native Field Mapping

Some Jira fields behave differently than standard custom fields.

These mappings go in the Custom Fields Mapping section of the Jira action, not the API Payload section.

Labels (Native Jira Field)

Jira’s native Labels field uses a different syntax than custom label-type fields.

// Rootly native multi-select → Jira native Labels
"customfield_12345": {{ incident.service_slugs | join: ","}}

// Rootly custom multi-select → Jira native Labels
"customfield_10033": {{ incident.custom_fields | find: 'custom_field.slug', 'your_custom_field_slug' | get: 'selected_options' | map: 'value' | join: "," }}

Team (Native Jira Field)

Jira’s native Team field is stored as a custom field and only allows a single team selection.

// Static Jira Team ID
"customfield_10001": "<jira_team_id>"

// Dynamic: Rootly team → Jira Team (using description field to store the Jira team ID)
"customfield_10001": "{{ incident.raw_groups[0] | get: 'description' }}"

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Custom Fields Mapping

The Custom Fields Mapping section lets you map Rootly incident data to Jira custom fields dynamically. To access it, open the Advanced tab in any Jira workflow action.

To use custom field mapping, you’ll need to know:

• The custom field ID in Jira (e.g., customfield_12345)
• The field type in Jira
• The incident property in Rootly to map from

Find Jira custom field IDs with this Atlassian article. Browse Rootly’s available Liquid variables in the Liquid Variable Explorer.

Text and Paragraph Fields

// Rootly native field → Jira text
"customfield_12345": "{{ incident.functionalities }}"

// Rootly custom field → Jira text
"customfield_12345": "{{ incident.custom_fields | find: 'custom_field.slug', 'your-slug' | get: 'selected_options' | map: 'value' }}"

Single Select Fields

Note the { "value": ... } wrapper required by Jira:

// Rootly team name → Jira single select
"customfield_12345": { "value": "{{ incident.raw_groups | first | get: 'name' }}" }

// Rootly custom field → Jira single select
"customfield_12345": { "value": "{{ incident.custom_fields | find: 'custom_field.slug', 'your_custom_field_slug' | get: 'selected_options' | map: 'value' }}" }

Multi-Select Fields

Simple approach (Rootly custom multi-select):

"customfield_12345": {{ incident.custom_fields | find: 'custom_field.slug', 'your_custom_field_slug' | get: 'selected_options' | to_values }}

Manual array building (Rootly native fields):

{% assign functions = incident.functionalities %}
{% assign array = "" %}
{% for function in functions %}
  {% assign item = '{"value":"' | append: function | append: '"}' %}
  {% assign array = array | append: item | append: "," %}
{% endfor %}
{% capture final_array %}[{{ array | remove_last: ',' }}]{% endcapture %}
"customfield_12345": {{ final_array }}

Labels Fields (Custom)

For Jira custom fields of type “Labels” (different from the native Labels field):

// Rootly native multi-select → Jira labels
"customfield_12345": {{ incident.service_slugs | to_json }}

// Rootly custom multi-select → Jira labels
"customfield_10033": {{ incident.custom_fields | find: 'custom_field.slug', 'your_custom_field_slug' | get: 'selected_options' | map: 'value' | to_json }}

Number Fields

"customfield_26117": {{ incident.custom_fields | find: 'custom_field.slug', 'your_custom_field_slug' | get: 'selected_options.value' }}

Date/Time Fields

Must use ISO 8601 format:

// Rootly incident start time → Jira datetime
"customfield_10030": "{{ incident.started_at | date: '%FT%T%:z' }}"

// Rootly custom datetime → Jira datetime
"customfield_26218": "{{ incident.custom_fields | find: 'custom_field.slug', 'your_custom_field_slug' | get: 'selected_options.value' | date: '%Y-%m-%dT%H:%M:%S.%d%z' }}"

User Fields

Single user:

{% assign jira_email = incident.roles | find: 'incident_role.slug', 'incident-commander' | get: 'user.email' %}
"customfield_20825": { "id": "{{ team.jira_users | where: 'email', jira_email | first | get: 'account_id' }}" }

Multiple users:

{% assign jira_email = incident.roles | find: 'incident_role.slug', 'incident-commander' | get: 'user.email' %}
"customfield_20825": [{ "id": "{{ team.jira_users | where: 'email', jira_email | first | get: 'account_id' }}" }]

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API Payload

The API Payload section provides direct access to Jira’s REST API for advanced field updates not available through Custom Fields Mapping.

Set Priority Based on Severity

{% if incident.severity_slug == 'sev0' %}
  { "priority": [ { "set": { "name" : "High" } } ] }
{% elsif incident.severity_slug == 'sev1' %}
  { "priority": [ { "set": { "name" : "Medium" } } ] }
{% elsif incident.severity_slug == 'sev2' %}
  { "priority": [ { "set": { "name" : "Low" } } ] }
{% endif %}

Add a Comment

Add a comment to an existing Jira issue. Only works with the Update Jira Issue action.

{
  "comment": [
    {
      "add": {
        "body": "Enter your message here. Liquid syntax is supported."
      }
    }
  ]
}

Link Issues Together

Link a Jira issue (e.g., for an action item) to the parent incident issue.

“Relates to” link:

{
  "issuelinks": [
    {
      "add": {
        "type": { "name": "Relates", "outward": "relates to" },
        "outwardIssue": { "id": "{{ incident.jira_issue_id }}" }
      }
    }
  ]
}

Custom “Action item for” link:

{
  "issuelinks": [
    {
      "add": {
        "type": { "name": "Action", "outward": "action item for" },
        "outwardIssue": { "id": "{{ incident.jira_issue_id }}" }
      }
    }
  ]
}

Set Native Labels Field

{
  "labels": [{ "set": ["label1", "label2"] }]
}

Set Components Field

Maps Rootly services to Jira Components. Service names in Rootly must match component names in Jira exactly.

{% assign components = incident.services %}
{
  "components": [
    {
      "set": [
      {% for component in components %}
        { "name": "{{ component }}" }{% unless forloop.last %},{% endunless %}
      {% endfor %}
      ]
    }
  ]
}

If a component name doesn’t exist in Jira, the update will fail.

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Debugging

To view error details, locate the workflow in Rootly, then select … → View Runs → View.

Error	Cause	Fix
issue_id cannot be null.	The Jira issue you’re trying to update doesn’t exist yet	Ensure the Create action runs before the Update action
"customfield_12345": "Custom Field is required."	A required Jira custom field isn’t being populated	Add a mapping for the field, or make it optional in Jira
unexpected token at '{ "customfield_10032": }'	Custom mapping syntax is invalid	Fix your JSON syntax
Specify a valid project ID or key	The selected Project Key isn’t available in the Jira instance	Reselect the Jira instance, then reselect the Project Key
The issue type selected is invalid.	The selected issue type doesn’t exist in the project	Reselect the Project Key, then reselect the Issue Type