Every bug your users report lands as a work item in your Jira Service Management (JSM) queue, with the screenshot, the exact page, browser details, console logs, network requests and a session replay.
Marker.io connects to JSM Cloud through the Jira integration. A JSM space is a Jira space, so there's nothing extra to install.
Good to know
No request type: Work items arrive with an empty Request type. Agents see them in their queues, but customers don't see them in the portal until someone sets one.
Fields you can't set from the widget: Request type, Request participants and Organizations.
Reporter: The connected Jira account, unless the reporter's email matches a Jira user.
Details and workarounds are under Limitations below.
Set up
Requirements
A Jira account with the JSM User (agent) role that can create work items in your space. See Atlassian's JSM app roles.
That account added to the JSM space. Without access, attachments, status and comments don't sync.
Jira connected through Cloud (OAuth), the recommended method. See Jira integration for the others.
Connect your space
Open the Marker.io dashboard and click Create project.
Enter a project name and your website URL.
Under Integration, select Jira.
Pick your Connected account and Workspace (your Atlassian site).
Under Project, pick your JSM space. If it's missing, click the refresh icon next to Project.
Click Create project, then install the widget on your website.
Marker.io loads your JSM fields into the widget forms. Fields required in JSM are required in Marker.io too. Manage them in Widget > Member forms or Guest forms. See Forms. If a required field is hidden, reporters can't submit until you fix it. See Reporters can't submit: disabled forms.
What your agents receive
Each report becomes a work item with:
The reporter's name and email, and the page URL.
Links to the session replay, console logs and network requests in Marker.io.
Browser, OS, screen and viewport details, plus any custom metadata.
The screenshot as an attachment.
The work item shows up in your queues and SLA timers start.
Status sync: When an agent changes the work item's status in JSM, Marker.io updates the issue to match. Moving it to Done sets the Marker.io issue to Resolved, and Marker.io emails the reporter. Match your JSM statuses to Marker.io statuses in the project's Settings > Integration > Status auto-update. See Status Sync.
Limitations
Work items arrive without a request type
Marker.io creates work items through Jira, not the JSM portal. Until someone sets a request type, the work item stays out of the customer portal.
To set it by hand, open the work item and pick a value in Request Type. JSM only lists request types that match the work item's type.
To set it automatically, use the Edit request type action in Jira Automation. See Atlassian's guide: Set request type automatically in Jira for moved or created issues.
Other limits
Request participants and Organizations can't be set from the widget. Agents set them in JSM.
The reporter is the connected Jira account unless the reporter's email matches a Jira user. See Auto-set Jira Reporter in Jira integration.
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