AtomicWork + Atlassian
Connect AtomicWork and Atlassian to Unify IT Service Management and Engineering Workflows
Stop losing requests in the handoff between your service desk and engineering. Connect AtomicWork with Jira, Confluence, and the rest of the Atlassian ecosystem.
Why integrate AtomicWork and Atlassian?
AtomicWork is an AI-powered IT service management platform that handles employee requests, incidents, and support workflows. Atlassian's suite — Jira Software, Jira Service Management, and Confluence — covers engineering planning, project tracking, and documentation. Both do important work, but without an integration, they do it in isolation. Employee requests don't automatically become engineering tickets, status updates don't cross the divide, and someone on your team ends up copy-pasting between systems and chasing down updates. Connecting AtomicWork with Atlassian through tray.ai closes that gap.
Automate & integrate AtomicWork & Atlassian
Use case
Automatic Escalation of AtomicWork Tickets to Jira Issues
When an employee submits a service request or incident in AtomicWork that needs engineering involvement, tray.ai creates a corresponding Jira issue and links it back to the original AtomicWork ticket. Engineers work in Jira. IT agents and employees stay updated in AtomicWork. No manual duplication, no requests slipping through during the handoff.
Use case
Real-Time Incident Sync Between AtomicWork and Jira Service Management
When a critical incident is raised in AtomicWork, the integration mirrors it in Jira Service Management with mapped severity, priority, and affected-user data. Status updates from engineers in Jira flow back into AtomicWork, so employees always have a current view of resolution progress. IT agents don't have to manually toggle between systems during high-pressure incidents.
Use case
Confluence Knowledge Base Enrichment from Resolved AtomicWork Tickets
Once a ticket in AtomicWork is resolved, tray.ai can trigger a workflow that drafts or updates a Confluence knowledge base article with the resolution steps, root cause, and any relevant workarounds. Every solved problem becomes reusable documentation. IT teams review and publish the draft with minimal effort, and the self-service knowledge base grows without anyone having to run documentation sprints.
Use case
Employee Onboarding Workflow Coordination Across AtomicWork and Jira
When a new employee onboarding request is created in AtomicWork, tray.ai automatically generates a set of linked Jira tasks for the IT, HR, and engineering provisioning work that needs to happen. Each task completion reports back into AtomicWork, giving HR and IT managers a unified progress view. No more fragmented checklists slowing down someone's first week.
Use case
SLA Breach Alerting with Jira and AtomicWork Data
When an AtomicWork ticket is approaching or has breached its SLA threshold, tray.ai creates a high-priority Jira issue — or adds a comment to an existing linked issue — to flag the urgency to the engineering team. AtomicWork gets updated with an escalation note and reassigned to a senior agent. No manual monitoring, no ad hoc Slack messages, and a documented trail for post-incident reporting.
Use case
Change Request Approval Workflow Between AtomicWork and Jira
IT change requests submitted through AtomicWork are automatically forwarded to a Jira change management project for engineering review and approval, with all approval decisions synced back into AtomicWork. Requestors get automated status notifications at each approval stage — no manual relaying required from the IT team. The change advisory board process becomes transparent and auditable across both platforms.
Use case
Sprint and Release Communication Back to AtomicWork Employees
When a Jira sprint completes or a release ships that resolves known employee-reported issues, tray.ai automatically updates the corresponding AtomicWork tickets as resolved and sends employees a proactive notification about the fix. The feedback loop between engineering releases and employee experience closes on its own. Employees stay informed, and IT teams don't get flooded with 'is this fixed yet?' requests after every release.
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AtomicWork & Atlassian Challenges
What challenges are there when working with AtomicWork & Atlassian and how will using Tray.ai help?
Challenge
Maintaining Field Mapping Consistency Across Schema Changes
AtomicWork and Jira use different field structures, custom field configurations, and ticket taxonomies — and both drift over time as teams add or rename fields. When schemas change, manual integration scripts break silently, causing incomplete or misrouted ticket data with no visible error to catch it.
How Tray.ai Can Help:
tray.ai has a visual field mapping interface that makes the relationship between AtomicWork and Jira fields explicit and easy to update without writing code. When a field schema changes, operators can update mappings in the workflow editor in minutes. Built-in data transformation functions handle type mismatches and formatting differences automatically.
Challenge
Avoiding Infinite Update Loops in Bidirectional Sync
When AtomicWork and Jira are both configured to sync status updates, a change in one system triggers an update in the other, which can fire a webhook back to the first system. Left unchecked, this creates a loop of redundant updates that floods both platforms and can corrupt ticket state.
How Tray.ai Can Help:
tray.ai workflows support conditional branching logic that inspects the event source and skips processing if the update was itself triggered by the integration. Teams can also use tray.ai's built-in data store to track the last-synced state of each ticket and suppress duplicate writes.
Challenge
Handling Authentication and Permission Boundaries Across Atlassian Products
Jira Software, Jira Service Management, and Confluence each have separate permission schemes, project-level access controls, and API scopes. A single IT integration may need to touch all three, and managing that authentication with point-to-point custom scripts gets messy fast.
How Tray.ai Can Help:
tray.ai manages Atlassian OAuth credentials centrally and lets teams configure scoped connections to each Atlassian product from one interface. Workflow steps targeting Jira Software, Jira Service Management, or Confluence each reference the appropriate credential set, and tray.ai handles token refresh automatically so integrations don't fail on expired authentication.
Challenge
Scaling Onboarding and Offboarding Workflows Without Manual Coordination
Employee onboarding and offboarding involve multiple teams, sequential dependencies, and time-sensitive provisioning tasks spread across AtomicWork and various Jira projects. At scale, coordinating this manually introduces delays, missed steps, and compliance risks when access isn't granted or revoked on schedule.
How Tray.ai Can Help:
tray.ai supports multi-step, conditional workflow orchestration that can model the full onboarding or offboarding sequence — including wait steps for task approvals, parallel task creation across Jira projects, and progress rollup reporting back to AtomicWork. The entire process runs automatically with error handling and retry logic built in.
Challenge
Surfacing AtomicWork Context Inside Jira for Engineering Teams
Engineers working in Jira often lack the business context behind an escalated ticket — how many employees are affected, what the original request said, whether there were previous resolution attempts — because that information lives in AtomicWork and doesn't automatically attach to the Jira issue. Engineers end up switching tabs or pinging IT agents for background, and resolution slows down.
How Tray.ai Can Help:
tray.ai workflows can enrich the Jira issue creation step by pulling full ticket context from AtomicWork — requester details, affected user count, conversation history summary, previous related tickets — and formatting it into the Jira issue description or a linked Confluence page. Engineers get the full picture inside Jira without ever opening AtomicWork.
Start using our pre-built AtomicWork & Atlassian templates today
Start from scratch or use one of our pre-built AtomicWork & Atlassian templates to quickly solve your most common use cases.
AtomicWork & Atlassian Templates
Find pre-built AtomicWork & Atlassian solutions for common use cases
Template
AtomicWork Ticket to Jira Issue Escalation
Automatically creates a Jira Software issue whenever an AtomicWork ticket is tagged for engineering escalation, populating it with the original request details, priority, and reporter information, then linking the Jira issue ID back to the AtomicWork ticket for bidirectional traceability.
Steps:
- Trigger on a new or updated AtomicWork ticket with an engineering escalation label or category
- Map AtomicWork ticket fields — title, description, priority, affected user — to Jira issue fields
- Create the Jira issue via the Atlassian API and capture the returned issue key
- Update the originating AtomicWork ticket with the Jira issue key as a linked reference
- Notify the AtomicWork ticket requester that their request has been escalated to engineering
Connectors Used: AtomicWork, Atlassian
Template
Bidirectional Incident Status Sync: AtomicWork and Jira Service Management
Keeps incident status, priority, and resolution notes in sync between AtomicWork and Jira Service Management in real time. Updates made in either system are automatically reflected in the other — no manual duplication required.
Steps:
- Listen for status change webhooks from both AtomicWork and Jira Service Management
- Identify the corresponding record in the opposite system using the shared ticket reference
- Map and apply the status, priority, and comment updates to the linked record
- Prevent update loops using a conditional check on the event source system
- Log each sync event to an audit trail for compliance and reporting
Connectors Used: AtomicWork, Atlassian
Template
Resolved AtomicWork Ticket to Confluence Knowledge Article
When an AtomicWork ticket is marked as resolved, this template automatically generates a structured Confluence page draft using the ticket's title, resolution notes, and root cause, then places it in the appropriate knowledge base space for IT team review and publication.
Steps:
- Trigger when an AtomicWork ticket status transitions to Resolved
- Extract resolution summary, root cause, and category from the AtomicWork ticket
- Format the content into a structured Confluence page template with headings and tags
- Create the draft Confluence page in the designated IT knowledge base space
- Notify the assigned IT agent in AtomicWork with a link to review and publish the draft
Connectors Used: AtomicWork, Atlassian
Template
New Employee Onboarding: AtomicWork Request to Jira Task Set
Converts a single employee onboarding request in AtomicWork into a structured set of Jira tasks assigned to the relevant IT, HR, and engineering provisioning teams, with each task completion reported back to AtomicWork for unified progress tracking.
Steps:
- Trigger on a new AtomicWork onboarding service request submission
- Parse the request for new employee details — name, role, department, start date
- Create a set of Jira tasks from a predefined onboarding task template for each responsible team
- Link all created Jira tasks to the parent AtomicWork onboarding ticket
- Monitor Jira task completions and update AtomicWork onboarding ticket progress accordingly
Connectors Used: AtomicWork, Atlassian
Template
SLA Breach Escalation from AtomicWork to Jira
Monitors AtomicWork ticket SLA timers and automatically creates or updates a linked Jira issue with a high-priority SLA breach flag when a ticket approaches or exceeds its resolution time target, so engineering teams are alerted inside their own workspace.
Steps:
- Poll AtomicWork for tickets within a configurable threshold of their SLA deadline
- Check whether a linked Jira issue already exists for the AtomicWork ticket
- Create a new high-priority Jira issue or add an urgent comment to the existing one
- Update the AtomicWork ticket with an escalation note and reassign to a senior agent
- Send a notification to the responsible Jira assignee and AtomicWork agent with SLA breach details
Connectors Used: AtomicWork, Atlassian
Template
Jira Release Completion to AtomicWork Ticket Auto-Resolution
When a Jira sprint or release is marked complete, this template automatically identifies linked AtomicWork tickets, updates their status to resolved, and sends employees a proactive notification confirming their reported issue has been addressed.
Steps:
- Trigger on a Jira sprint closure or release transition to Released status
- Query all Jira issues in the sprint or release that have linked AtomicWork ticket references
- Update each corresponding AtomicWork ticket status to Resolved with a release note comment
- Send an automated employee notification in AtomicWork with the resolution summary
- Log the release-to-resolution mapping for future sprint retrospective reporting
Connectors Used: AtomicWork, Atlassian