Your customers’ bugs already live in Jira. Now they arrive with the fix.
The short answer
If your team logs customer problems as Jira issues, you do not need a help desk to use Watari. Label an issue, mention @watariai, assign it to an account you choose, or let a rule pick up new issues. Watari reads the issue like a support ticket, works out whether it is a real bug, writes a report an engineer can act on, points to the file and function behind it and, when it is confident, opens a draft pull request. It comments on the issue when it picks it up and when it drafts a fix, and on an issue private to your team adds the pull request to the issue as a link.
How to hand an issue to Watari
- Label
- Someone adds a label you list, such as watari. You can narrow it by issue type, status or component.
- Mention
- Someone types @watariai in the description or a comment.
- Assignment
- Someone assigns the issue to a Jira user you own and name in Watari.
- Every new issue
- Watari picks up each issue created in the projects you choose. Your existing backlog is never pulled in.
Set it up
Connect Jira
In Watari, open Settings, then Connected tools, and connect Jira. Signing in with Atlassian needs no Jira administrator: Watari sets up the delivery of your issues itself.
Connect your code
Connect the GitHub or Azure DevOps repository the product lives in. Watari reads it so it can find where a reported bug lives, and never keeps a copy of your source code.
Turn on issue pickup
Open the Jira settings in Watari, switch on Pick up issues from Jira, and choose the projects to read issues from.
Choose how issues are handed over
Pick any mix of a label, a mention, an assignment and every new issue. Then label one test issue and watch it appear in Watari within a minute or two.
Step by step, with every setting explained: the Jira setup guide.
What comes back on the issue
- A comment when Watari picks the issue up, and another when it drafts a fix, opened as a draft pull request. If it cannot find the cause in your code, or does not draft a fix on its own, the comment says so and what a developer can do next. When one detail would let it finish, it asks for it on the issue.
- On an issue private to your team, the draft pull request, added to the issue as a link.
- The full report in Watari: the steps to reproduce, severity, and the files and functions most likely behind the bug, ranked.
- Comments appear as the Jira account your workspace connected with, so connecting a dedicated account keeps them under one name.
The update for your customer
When the fix ships and your team approves the customer-facing summary in Watari, it is posted on the issue for your team to pass on, but only on an issue that is private to your team. It is never posted on a Jira Service Management request: there it stays in Watari for your team to send through the portal.
It waits for the deploy that carries the fix, so nobody on your team passes on a fix that is not live yet.
What it does not do
- Jira Cloud only. Jira Data Center and Jira Server are not supported yet.
- Signing in with Atlassian needs no Jira administrator. A connection made with an API token may need one to add a webhook once.
- On a Jira Service Management project, a request or comment from a portal customer never starts work on its own, and Watari’s comments there are internal notes carrying the status and a link only.
- Jira files issues from email or a public form under one licensed account. Name that account in Watari and those issues wait for someone on your team to hand them over. Until you do, they are treated like any issue your team filed.
- It is off until an owner or admin of your Watari workspace turns it on, and it reads only the places you choose.
- Watari needs your code on GitHub or Azure DevOps (cloud). GitLab and Bitbucket are not supported yet.
Frequently asked questions
Do I need a Jira administrator?
Not if you sign in with Atlassian. Watari sets up the delivery of your issues with the access you granted. A connection made with an API token may need a Jira administrator to add a webhook once, and Watari shows them exactly what to paste.
Can I use this and still have Watari file issues into Jira from our help desk?
Yes. An issue Watari picked up is its own issue, so Watari posts progress on it and never files a second one beside it. Issues Watari files for help-desk tickets are never picked up as new reports.
Will Watari pull in our whole Jira backlog?
No. The rule for every new issue picks up issues created after you switch it on, and issues already in your backlog are never pulled in by it. An older issue is picked up only when someone hands it over.
Is a Jira issue billed differently from a support ticket?
No. An issue Watari picks up is billed exactly like a support ticket, only when it becomes a Mapped Issue. Progress comments on the issue, draft pull requests and the customer update are included.
What happens to an issue that is not a bug?
A question, a setting or a how-to gets a suggested answer for your team and no pull request. An issue that is not about your code is never billed.
When a support ticket reports a bug, your engineers get a drafted fix.
Connect your help desk or your issue tracker, then GitHub or Azure DevOps. Watari maps each bug to the exact file and function in your code and drafts the fix as a pull request your CI checks.
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