Halo ITSM
Jira

Halo + Jira Integration

Your service desk and dev team,
finally in sync.

Your IT team runs Halo. Your developers run Jira. Halo's native two-way integration connects them — so incidents flow to Jira as issues and dev updates flow back automatically. No copy-paste. No broken workflows. No missed SLAs.

Talk to us about the integration See implementation plans
✓ Two-way sync ✓ Cloud & Data Center ✓ Custom field mappings ✓ Native — no middleware ✓ Included in every Halo licence

Two ways to connect

Jira Software or Jira Service Management?
Halo integrates with both.

How you connect depends on which Jira product your team — or your customer — is running. Halo handles both natively, as a first-party integration with no third-party tools required.

Project Management

Halo ↔ Jira Software

The most common setup. Your IT team manages incidents, changes, and requests in Halo. Your dev team tracks bugs and work in Jira Software. Connect them so IT can escalate directly into the dev backlog — and see progress without ever leaving Halo.

✓ Halo project tickets sync to Jira as issues
✓ Dev team updates in Jira flow back to Halo automatically
✓ Jira issue IDs recorded on the Halo ticket for full traceability
✓ Custom field and priority mappings configured per product

Best for

Organisations where IT runs Halo and dev teams run Jira Software.

Supplier & Customer Workflows

Halo ↔ Jira Service Management

When your customer or supplier runs Jira Service Management, Halo can push requests directly into their JSM instance and sync updates back. No manual handoffs. No duplicate entry. Your team stays in Halo while your customer sees progress in JSM.

✓ Create requests in a customer's or supplier's JSM instance from Halo
✓ JSM updates sync back to the originating Halo ticket
✓ No need for your agents to log into the customer's JSM portal
✓ Halo remains your single system of record throughout

Best for

Managed service providers and enterprise teams whose customers or suppliers use JSM.

What gets synced

Real two-way sync. No manual duplication.

Halo and Jira stay aligned automatically. Here's everything that syncs between the two platforms out of the box.

Ticket & issue creation
A ticket in Halo creates an issue in Jira. Creation on either side stays in sync.
Status updates
Status changes in Jira sync back to Halo. Agents see progress without logging into Jira.
Priority mappings
Halo priorities map to Jira priorities. What's urgent in Halo is urgent in Jira.
Custom field mappings
Map any Halo ticket field to any Jira project field. Fully configurable per product/project pair.
Ticket type / issue type mappings
Map Halo ticket types to Jira issue types — Bugs, Stories, Tasks, or custom types.
Jira IDs in Halo
The Jira issue ID is stored against the Halo ticket for full traceability and audit trail.
Product ↔ project linking
Link Halo Products to Jira Projects. Tickets route to the right Jira project automatically.
Estimated time & version
Estimated time and product version sync alongside standard ticket fields.
Cloud & Data Center support
Works with Jira Cloud (API token) and Jira Server / Data Center (username & password).

Getting connected

How the integration is set up

Halo's Jira integration is configured entirely within Halo — no third-party tools, no middleware, no agents to install. Allied ESM handles this as part of every implementation.

1

Enable the Jira integration module

In Halo, go to Configuration → Integrations and enable the Jira Software module. It ships with every Halo licence — no download or extra install required.

2

Configure the connection

Choose your Jira instance type — Cloud or Server/Data Center — enter your Jira URL, and authenticate. Cloud uses an API token; Server/Data Center uses username and password. Hit Test Connection to confirm it's live.

3

Link Halo Products to Jira Projects

In Halo, a Product is the equivalent of a Jira Project. Link each Halo Product to its corresponding Jira Project — or import your Jira Projects directly into Halo's product list to get started faster.

4

Configure field and type mappings

Map Halo ticket fields to Jira project fields, map ticket types to Jira issue types (Bug, Story, Task), and map priorities. Mappings are per-product, so different teams can have different configurations.

5

Sync and go live

Hit the Import/Sync button to pull through any existing Jira actions onto your linked Halo tickets. From this point, creation and updates on either platform sync automatically — no ongoing manual action needed.

Allied ESM configures this for you

If your team uses Jira, Allied ESM will configure the integration as part of your Halo implementation — handling the connection, product-to-project linking, and field mappings. If you're already live on Halo without the integration, we can set it up as a standalone engagement.

Real-world uses

Three scenarios where this integration delivers

These are the most common reasons IT teams configure the Halo + Jira integration.

01

Escalating incidents to dev as Jira bugs

An IT agent raises an incident in Halo. It turns out to be a software defect. With one action they escalate it to Jira — creating a bug in the dev backlog, mapped to the correct project and issue type. When dev resolves it in Jira, the Halo ticket updates automatically.

Halo incident → Jira bug → Halo resolved
02

Linking change requests to the dev backlog

A change request is approved through Halo's CAB workflow. The development work is tracked in Jira. The Halo change ticket is linked to the Jira story — change governance in Halo, delivery tracking in Jira, both in sync throughout the lifecycle.

Halo change → Jira story ↔ Both in sync
03

Your customer runs JSM — you run Halo

You're an MSP. Your customer's IT team uses Jira Service Management. You use Halo. Rather than logging into their JSM portal, Halo pushes requests directly and pulls updates back. Your team stays in Halo. Your customer sees progress in JSM. No duplication.

Your Halo ↔ Customer JSM

Common questions

Frequently asked questions

Does the integration work with Jira Cloud and Jira Data Center?
Yes. Halo supports both Jira Cloud and Jira Server / Data Center. The authentication method differs — API token for Cloud, username and password for Server/Data Center — but the configuration process and feature set are the same across both.
What data actually syncs between Halo and Jira?
Ticket creation, status updates, priority, estimated time, product version, and custom fields all sync. Jira issue IDs are recorded in Halo for full traceability. Field mappings are fully configurable — you choose exactly which Halo fields map to which Jira fields, per project.
Do our developers need to change how they use Jira?
No. Developers continue to use Jira exactly as they do today. Issues that originate from Halo appear in the relevant Jira project alongside any other work. Updates they make in Jira automatically update the corresponding Halo ticket — which is invisible to them.
Can we map our own custom fields?
Yes. Custom field mappings are fully configurable. For each Halo Product linked to a Jira Project, you can define mapping rules that determine which Halo fields map to which Jira project fields. This is configured per product/project pair, so different teams can have completely different mappings.
We're migrating from Jira Service Management to Halo — does this affect the integration?
No — the two things are separate. The Jira Software integration (IT ↔ dev backlog) works alongside your ITSM platform regardless of whether you're migrating from JSM. Allied ESM ensures the Jira Software integration is configured from go-live so your dev team is connected from day one.
Is there an extra cost for the Jira integration?
No. The Jira integration is a first-party, native Halo integration — included in every Halo licence at no additional cost. There is no middleware, no third-party connector, and no extra subscription. Allied ESM's implementation plans include integration configuration as standard.

Ready to connect Halo and Jira?

If your team runs Jira, Allied ESM can configure the integration as part of your Halo implementation — or as a standalone engagement if you're already live. Talk to us about getting your IT desk and dev team working together.

Talk to us See implementation plans