Jira Service Management Native Integration custom application

[Hemal Jivani]

Hi Guys, 

We want to have our internal team members create tickets and report issues within our native app to JSM. And we can then show comments and status updates on that ticket and they can communicate back. 

So, to summarize, we want our app's internal users to be able to submit issues, track requests, and follow up on them without logging into JSM or going to another tool.   

Based on my research, we can integrate the portal inside the native app, but we don't want anyone to submit the request; hence, we cannot keep it open and require them to log in every time they use it. And as per our tech team's feedback, the webview can be buggy for integrating URLs, and SSO might be a potential future risk when managing such integrations to auto login user based on who is logged into our app.

The next option is API-based integration.

But before we do that, I wanted to know, with your guys' help, if there is already an out-of-the-box solution to achieve this or if a readymade plugin or app can be leveraged for this, as I cannot find the right keywords to search on the marketplace for this. 

Thanks in advance, guys, for the help 

[Ankita Mehta]

Hi @Hemal Jivani

You're right, embedding JSM into a native app while controlling access, ensuring smooth login, and maintaining a two-way sync isn't straightforward. Here are some key points to consider before you begin:

• Portal Embedding: Often buggy in native apps; SSO and customization are limited.
• Access Control: Blocking public access while avoiding repeated logins isn’t easy—SSO auto-login adds risk.
• API Route: Offers control, but you’ll need to manage identity, sync, and UI coherence manually.
• Marketplace Gaps: Most plugins assume browser use—very few are designed for native in-app ticket creation with secure, dynamic access.

If you’re leaning toward API-based integration but want to avoid building everything from scratch, you may want to consider an enterprise-grade integration platform from Atlassian Solutions Partner, OpsHub. It is built for secure, bi-directional sync between JSM and external systems (including custom apps), and can:

• Submit, update, and track issues via your app without exposing JSM
• Auto-map users and comments
• Maintain full fidelity and data context
• Avoid building complex login, webhook, and error-handling flows manually
• This way, your users never have to leave your app—but your team still works natively in JSM.

Hope this helps! Let me know if you’d like a more technical breakdown or example flow.

[Fabian Lim]

Hi @Hemal Jivani ,

You can try using the widget that allows end users to report issues without logging in.  Video Tutorial: https://www.youtube.com/watch?v=qmxgL5xb_bk

Regards,

Fabian

[Hemal Jivani]

@Fabian Lim Thanks for the input. We are aware of the widget; it only allows submitting issues. But we want a native experience for our internal teams to submit issues, view submitted items, and track the progress natively inside the application.  

[Fabian Lim]

@Hemal Jivani

Unfortunately, I don't think this would be possible.  

Fabian

[Hemal Jivani]

Yeah, I figured.. :(