---
title: "Raise a ticket"
description: "Create a Jira issue from a step, such as an IT equipment request a week before a start date or an access-removal ticket on someone's last day."
sidebar:
  order: 2
area: flows
feature: steps
appPath: /flows/home
lastVerified: 2026-10-22
version: "2026-10-16"
audience: admin
related:
  - integrations/jira
  - flows/steps/schedule-a-step
  - flows/steps/reference-tokens
intercom:
  - id: "9359078"
    title: Create a Jira Ticket in Pyn Automations
    url: https://intercom.help/pyn/en/articles/9359078-create-a-jira-ticket-in-pyn-automations
    note: "Pyn 1 article, kept for reference"
---

IT, facilities and security often work from tickets rather than messages. A **Raise Ticket** step creates a Jira issue in a project of your choice when the employee reaches it, with the employee's details written into the summary and description.

## Before you start

- Jira is connected under **Settings**, **Integrations**, and the project you want has issue type sync turned on. Only those projects appear in the step. See [Jira](https://support.pynhq.com/integrations/jira/).
- **Raise Ticket** is enabled for your workspace. If the row is greyed in the **Add Step** dialog, contact Pyn support.

## Steps

1. In Pyn, open **Flows** in the left navigation, select **Automations**, then the automation.

2. Select **Add a step**, then **Raise Ticket** under **Tasks & Activities**.

3. Under **Schedule**, choose when the issue is created. For equipment, **1 week before** the start date gives IT time; for offboarding, **on the day of** the end date.

4. Under **Project**, choose the Jira project. Under **Issue type**, choose the type; the list comes from the project you picked.

5. In **Summary**, write a single line such as `Laptop for @principal.name, starting @principal.startDate`. Type `@` to insert tokens; only `principal` tokens are offered, because a ticket has no recipient.

6. In **Description**, write what the assignee needs: the employee's role, location and manager, using tokens such as `@principal.jobTitle`, `@principal.location` and `@principal.managerName`. Lists and links are kept; images are not.

7. Select **Publish** on the automation.

> **Note:** A ticket step has no **To** and no audience of its own beyond the step's **Audience** tab. If the step's audience excludes the employee, no issue is created.

## What you should see

The step card shows the project and issue type. When it runs, the issue appears in Jira with the summary and description filled in, and the delivery under [Enrollments](https://support.pynhq.com/activity/enrollments/) links to it. There is nothing to click or action, so no reminders or escalations are offered.

## Related

- [Jira](https://support.pynhq.com/integrations/jira/) to connect Jira and turn on issue type sync for a project.
- [Schedule a step](https://support.pynhq.com/flows/steps/schedule-a-step/) for the timing options.
- [Tokens](https://support.pynhq.com/flows/steps/reference-tokens/) for the `principal` tokens you can use.

## Related Intercom articles

- [Create a Jira Ticket in Pyn Automations](https://intercom.help/pyn/en/articles/9359078-create-a-jira-ticket-in-pyn-automations) — Pyn 1 article, kept for reference