Configuring the app

Uninstalling the Intercom app

To uninstall Jira Cloud for Intercom go to the app store by clicking on respective icon in the left navigation bar.

After that click Your installed apps and find Jira Cloud.

Click on Jira Cloud and select Uninstall.

Adding and removing fields from the create issue form

If you create a new Jira issue from Intercom, the app tries to renders the same Jira issue fields as you see when you create a new issue in Jira. To add or remove fields from this form configure your Screens in Jira as follows (please note that this will also add/remove the field in Jira):

From the Jira home screen click on Jira settings > Issues > Screens and find the screen that you would like to configure. Jira typically comes with one to two screens per project however your setup may vary based on your configuration. Once you have found the appropriate screen for the project and issue type that you would like to configure (the default screen may apply) click Configure in the Actions column to edit the screen. Add or remove any fields that you would like to show up in the Intercom app.

For more details on how to configure screens in Jira have a look at the documentation on how to define and configure Screens.

Not all fields can be rendered by the Intercom app

Note that there are some cases when the Intercom app is not able to render Jira fields. Here are a few reasons why your Jira fields may not show up in Intercom:

  • Some fields can not be rendered in Intercom due to the lack of UI elements in the Intercom app framework. These include among others issue reporter, assignee or labels.

  • The order of fields does not necessarily correspond to the one configured in Jira.

Change the issue reporter when creating issues from Intercom

The issue reporter will always be the user who was logged in to Jira when you first set up the Intercom app. If you would like to change that follow these steps:

  1. Log out of Jira

  2. Re-install the Intercom app. During the installation you will be asked to log in to Jira. This time log in with the user that you want to act as issue reporter.

Note that uninstalling and re-installing the Intercom app is a safe procedure. You will not loose any data in the process.

Restrict app access to specific Jira resources

Classic projects only Note that this feature is currently only available for classic Jira projects. Next-gen projects have a simplified permission scheme that currently does not allow you to control permissions at a granular level.

By setting up a dedicated user for the Intercom app, you can fine-tune and control access to the resources in your Jira instance, e.g. the project that you see in the Intercom app.

When you first set up the Intercom app you will be asked to authorize access to your Jira instance (if you are not logged in to Jira you will be asked to do so). After successful authorization any request that the app makes against your Jira instance happens as the user that was logged in when you first authorized access.

If you for example would like to restrict access for example to allow only specific Jira projects in your Intercom app, proceed as follows:

  1. Create a Jira user specifically for the Intercom app

  2. Restrict access and permission for the newly created Jira users to only the projects or resources that you would like to expose in the Intercom app

  3. Log out of Jira and then log back in with the user that you just created.

  4. Uninstall and re-install the app. When you authorize access to Jira it will be granted for the newly created user (logged in user) and therefore any follow-up request to Jira will respect that user's permissions.