Last updated Aug 4, 2020

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Jira Service Desk webhooks

When you create an automation rule, you can use a webhook THEN action to send Jira Service Desk events to third-party applications and plugins. For example, you might use a webhook to alert your remote application when an SLA is about to be breached. When you use a webhook, your remote application doesn't have to periodically poll Jira Service Desk to find out if changes have occurred.

A webhook is a user-defined callback over HTTP. In Jira Service Desk, webhook configuration is built into the automation settings. This page describes how a webhook works and shows you how to configure one.

The Jira Service Desk webhooks feature is available in Jira Cloud and Jira Server (3.2 or later).


A Jira Service Desk webhook is a THEN action in an automation rule. When you configure a rule, you can specify WHENs and IFs, then use the webhook to define your action. For example, this image shows a rule that uses a webhook to page second-level support when a "Time to Resolution" SLA is about to breach:

Adding a webhook to an automation rule

  1. Navigate to **Project settings Automation, **then create a **Custom ** rule or edit an existing rule.
  2. Configure the WHEN and IF settings as desired, then add a THEN action and choose Webhook.
  3. Configure the webhook settings, name your rule, and save it.

Webhook settings

Webhook execution

  • Request method -- When a webhook THEN action triggers, Jira fires an HTTP POST request to the URL you configured.
  • Success criteria and timeout -- A webhook HTTP POST request is considered successful if the server returns a response with status code range 200 (inclusive) to 300 (exclusive). Jira Service Desk waits 5 seconds to establish a TCP connection with the webhook server, and 20 seconds for a response after connection is established. If the webhook requests fails, Jira Service Desk does not retry the connection.
  • Asynchronous webhook execution -- The webhook THEN action is executed asynchronously. If many executions are triggered in a short period of time, they are queued and actioned one at a time without blocking the other automation rules you have in Jira Service Desk.

From Jira Service Desk Server 4.1, you can send a custom payload in your automation webhook.

How to send a custom payload

  1. Check the Send custom payload radio button.
  2. Insert the variables you’d like to include in the payload, via the dropdown.
  3. If you want your payload to be URL-encoded, check Encode as form.
  4. Specify your payload in JSON format.



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