Swantide connects to Jira (Atlassian Cloud) through a single shared connection for your Swantide org. That connection uses the access of the Jira account that sets it up, so we recommend creating a dedicated Jira integration user for Swantide before you connect. This article walks your Jira administrator through creating that user and granting it access to the right projects.
Who should follow this process: a Jira or Atlassian organization administrator. You will need permission to add users to your Atlassian organization and to manage permissions on the Jira projects Swantide should see.
Why a Dedicated Integration User
Controlled visibility. Swantide sees exactly the projects and tickets this user can see, and nothing else.
Clear attribution. Tickets and comments created from Swantide appear in Jira as coming from this user, so Swantide activity is easy to identify.
A connection that lasts. The connection keeps working when a team member changes roles or leaves the company.
Before You Start
Confirm the following with your team:
An email address for the user. Use a shared or service mailbox your team controls, such as
swantide-integration@yourcompany.com. Atlassian sends the invitation there, and you will use it to sign in when connecting.A Jira license seat. The integration user is a standard Jira user and counts toward your Jira subscription.
The list of projects in scope. Identify every Jira project that holds Salesforce work: requests, bugs, enhancements and release items.
Read-only or read and write. Decide whether your team will only look up and summarize tickets from Swantide, or also create, update, comment on and assign them.
Step 1: Create the Integration User
Using your Atlassian administration tools, invite a new user with the integration email address and give it access to Jira. No other Atlassian products are needed. Follow your company's standard process for creating service or integration accounts.
Step 2: Activate the Account
Open the invitation email in the integration user's mailbox and accept it.
Set the display name to Swantide Integration so its activity is clearly labeled in Jira.
Set a strong password and store the credentials in your team's password manager. Apply your company's standard multi-factor authentication policy.
Step 3: Grant Access to Your Salesforce Projects
Give the integration user access to every project in scope. We recommend doing this through a dedicated group, such as swantide-integration, so the user's access is documented in one place and easy to review. Add that group to each project through the project's roles or permission scheme, whichever your team normally uses.
Make sure the access you grant includes the permissions that match your decision above:
Access level | Jira project permissions |
Read-only | Browse Projects |
Read and write | Browse Projects, Create Issues, Edit Issues, Assign Issues, Assignable User, Transition Issues, Add Comments |
Permission names can vary between Jira versions. In newer versions, "Issues" may appear as "Work items".
If any of these projects use issue-level security, also grant the integration user access to the relevant security levels. Otherwise those tickets will not be visible to Swantide.
Step 4: Verify Access
Sign in to Jira as the integration user.
Confirm that every project in scope appears and that tickets in each one open correctly.
Confirm that projects outside the scope are not visible.
Whatever this user can see in Jira is what Swantide will see, so this check is the best way to confirm the setup before connecting.
Step 5: Connect Jira to Swantide
With the integration user ready, a Swantide Owner or Ticketing Admin can now connect Jira. When Swantide redirects to Atlassian during setup, sign in as the integration user and approve access.
If your organization restricts third-party app access in Atlassian, your Atlassian administrator may need to allow the connection before it can be approved.
Follow the steps in Connecting a Ticketing System to Swantide to complete the connection.
Need help? Contact support@swantide.com or reach out to your Swantide Customer Success Manager.