Read for context, write with approval
FixControl reads and searches issues to answer questions and assemble evidence. Transitions, labels, internal comments, and JSM customer replies are proposed first and dispatched only after an approval is recorded.
What FixControl does with Jira issues
Issue read & search
Reads and searches issues across your projects to answer ticket questions and assemble evidence. Access stays inside the bound project and tenant.
Status transitions
Moves an issue through its workflow as part of an approved action. A transition only runs if the configured credentials are allowed to perform it in that workflow.
Labels
Applies or updates labels to keep triage, routing, and reporting consistent. Each label change is an attributed, recorded write.
Internal comments
Writes internal comments visible to engineers and agents. Requires the connection to have comment-write scope.
JSM customer replies
On a Jira Service Management customer request, FixControl can send a customer-visible reply — when the integration is configured and the customer-reply capability has probed healthy. The reply is drafted by AI, run through reply-safety checks, approved by someone on your team, then posted through the Service Management API via the outbox. Jira Software projects have no customer-reply path; notes there stay internal comments.
Evidence & audit
Each write is recorded with the actor, role, and evidence shown at approval time, so the issue history and the decision ledger tell the same story.
Connected doesn’t mean everything works
A Jira connection can read and search issues while comment write or customer reply is unavailable — scopes and project type decide. FixControl probes each capability and shows its health separately.
Reads and searches issues within the bound project and tenant, for answering questions and assembling evidence.
Runs where the transition is valid in the issue’s workflow and permitted for the configured credentials.
Applied as recorded, attributed writes through the outbox.
Needs comment-write scope on the connection. Internal comments stay visible to agents and engineers only; customers don’t see them.
Exists only on Jira Service Management projects. Jira Software has no customer-reply path, so the capability shows unavailable there.
Not something FixControl reports. Read can be healthy while comment write or customer reply isn’t, and one checkmark would hide that.
A failed transition doesn’t vanish
Questions about the Jira integration
Does FixControl reply to customers on every Jira project?+
What’s the difference between an internal comment and a customer reply?+
Does AI change Jira state on its own?+
What happens if a Jira write fails?+
Are Jira actions audited?+
Watch a Jira transition go through approval
Book a demo: issue read, transitions, labels, internal comments, and an approved JSM reply — with the ledger entries to match.