Creating new Jira work items

Creating a new Jira work item from Intercom is a three-step process: Select the Jira space, select the work type, and finally enter the work item details. This page explains these steps in detail.

Start by clicking Create new work item (1) to kick off the process.

In the first step, you have to choose the Jira space for your new work item. You can either search for a space by text or space key (1), or directly select a space from the list (2).

Next, select the work type (1) for the new work item or click Change space (2) if you want to create the work item in a different space.

In the final step, fill in the work item fields (1) and click Create (2) to trigger work item creation.

Supported work item fields

The app supports a subset of work item fields in the create work item form. If your workflow requires a specific field that's currently not supported, please let us know.

Once the work item is created, the app will display a message confirming the successful completion of the process. Click Done to return to the app home screen.

The new work item now shows up under linked work items (1) for the selected conversation. The app has also added an internal note (2) to the conversation to record the creation event.

Paid features

Note that the linked work items (1) only show up in the sidebar if you have the Jira companion app installed and licensed.

Supported fields

Jira Cloud for Intercom supports a subset of Jira work item fields on the create work item screen.

Standard fields

• Summary

• Description

• Environment

• Components: shown as a single-select dropdown

• Priority

• Affects versions: shown as a single-select dropdown

• Fix versions: shown as a single-select dropdown

• Due date

Custom field types

• Single-line text

• Multi-line text

• URL

• Number

• Date

• Date and time

• Version picker, single value

• Version picker, multiple values: shown as a single-select dropdown

• Select list, single choice

• Select list, multiple choices: shown as a single-select dropdown

• Checkboxes: shown as a single-select dropdown

• Radio buttons: shown as a single-select dropdown

• Incident severity

• Epic label

Some fields are part of the create flow, but are not shown as regular editable form fields:

• Project

• Work type

• Reporter: not editable, will correspond to the configured app user

Not supported fields

The following fields and field categories are currently not supported on the create work item screen:

• Assignee

• User picker fields

• Labels

• Custom Labels fields

• Attachments

• Read-only fields

In addition to the fields listed above, if a field does not appear on the create work item screen in Intercom, it is probably not supported.

Caveats

Not all fields on the Jira create screen can be shown in Intercom

Even if a field appears on the Jira create screen, it may still not be available in Intercom. This is especially relevant for user-based fields, labels, and attachments since the Intercom app framework lacks support for dynamic fields.

Required unsupported fields may cause work item creation to fail

If your Jira create screen includes a required field that Jira Cloud for Intercom cannot show, the app will display a warning. In this case, work item creation may fail until that field is removed from the Jira create screen or made optional.

Some fields that support multiple values in Jira are limited to a single selection

Some Jira fields support multiple values but are displayed as a single dropdown option in the Intercom UI because the Intercom app framework lacks support for multi-select fields. This includes fields such as Components, Affects versions, Fix versions, Version picker (multiple values), Select list (multiple choices), and Checkboxes.

Select fields with too many options may prevent the form from loading

If a select-type field includes a very large number of options, the create work item form may fail to display in Intercom. This most commonly can affect fields such as select lists, multi-select lists, version pickers, and other dropdown-based fields. If this happens, reduce the number of available options on the Jira field or remove that field from the Jira create screen used in Intercom.

Field order may not match Jira

Due to a Jira API limitation, Jira Cloud for Intercom cannot fetch the create-screen fields in the same order as they are configured in Jira. The app will always render the Summary and Description fields first, but apart from that, the field order is undefined.