Where issues come from

Jira

Connect Jira Cloud so issues assigned to the TraceX account are investigated automatically and the root cause is posted as a comment, following your comment policy.

Issues assigned to the TraceX account in Jira Cloud are investigated automatically, and the result is posted on the issue following your comment policy.

Why connect Jira

Bugs and incidents get tracked in Jira, and the person triaging them rarely has time to dig into the code and data. Assigning an issue to TraceX hands that digging off: by the time an engineer picks it up, the issue already has the root cause, the evidence and a proposed fix in a comment.

Connect

In Jira, create a user for TraceX (for example [email protected]) with access to the projects it should work on, and create an API token for it.
In TraceX, open Integrations → Jira and enter:
- Jira site: acme.atlassian.net
- TraceX account email and API token
- Jira projects: keys such as OPS, SUP (empty means every project)
Choose the comment policy (below) and click Connect. The token is checked, encrypted, and never shown again.
Finish in Jira: add the webhook. Copy the webhook address TraceX shows and add it in Jira (System → WebHooks) for Issue related events, so investigations start the moment an issue is assigned. Without it, TraceX checks for new assignments every minute.

Comment policy

Setting	Options
Who sees the comment	Team only (internal note) · Everyone on the issue
What the comment includes	Root cause, fix, validation and evidence · Root cause and fix only
Minimum confidence to answer	Always answer, or only above a confidence you choose
Afterwards, assign to	The reporter · Nobody (unassigned) · Keep TraceX
Move to status	e.g. In Review (optional)
Add label	e.g. `tracex-investigated` (optional)
Acknowledge right away	Comment “TraceX is investigating” when the issue is picked up
Include a suggested customer reply	Adds a reply the support team can send as is

A common setup: internal note, full detail, assign back to the reporter, label tracex-investigated. TraceX only reads issues assigned to its account and posts its findings there.

Troubleshooting

Problem	What to check
Nothing happens when an issue is assigned	Check the webhook in Jira (System → WebHooks) is enabled for Issue related events. Without it, pickup can take a minute.
The token check fails	The token must belong to the TraceX account email you entered, on the same Jira site.
Issues in some projects are ignored	Add their keys to Jira projects, or leave it empty for every project, and make sure the TraceX user can see them.

Remove access

Disconnect Jira in Integrations, revoke the API token, and remove the webhook in Jira.