What our Jira Service Management app can do:
• Brings Onro order information directly into Jira Service Management
• Displays the customer’s latest orders automatically based on the reporter’s email address
• Lets agents quickly find any order using the order code
• Provides key order information such as status, type, service, and creation time
• Gives quick access to the tracking page, shipment label, and customer receipt
• Provides detailed order information, including addresses, recipient details, notes, COD, pricing, and payment information
• Lets agents copy a plain text order summary and easily add it to a customer reply or internal note.
In this article, we go through every step to configure the app.
What we see here:
Before you begin
Creating an Onro Support API key
Installing the Onro app in Jira Service Management
Connecting your Onro account
Looking up orders in a request
Disconnecting the integration
Troubleshooting
Before you begin
Make sure you have:
An Onro account with a Support API key (see the next section)
A Jira Service Management site where you are a site admin, since installing and connecting the app applies to every agent on that site
This integration is read-only. Agents can view and share delivery information, but they cannot change order status, addresses, driver assignments, delivery times, pricing, or payment details.
Creating an Onro Support API key
In the Onro Admin Center, go to:
Settings → Integration → Support
Then:
Select Jira Service Management.
Click New.
Fill in Title (a recognizable name, for example, Jira Customer Support) and Business (the business account whose orders should be visible in Jira).
Click Submit.
Onro generates an API key. Copy the API Key (You need it when connecting the app)
One key connects one Onro account to one Jira site. If you run several Jira sites, create a separate key for each one.
Keep your Support API key private. Don't paste it into screenshots, support tickets, or anything shared outside your own Onro and Jira accounts.
Installing the Onro app in Jira Service Management
In the Atlassian Marketplace, open Onro and choose Get it now (or Try it free), then pick your Jira site.
Approve the requested access. The app only asks to read requests, so it can pre-fill the customer's email and reach Onro's servers.
Open any service request. You see Onro in the right sidebar, next to Details and SLAs, and as an Onro button in the request's action bar.
Both places show the same panel. The sidebar section is collapsible; the action-bar button opens the panel above the Activity feed. Use whichever fits your layout.
Connecting your Onro account
The first time you open the Onro panel after installing, it asks for a key.
Paste the Support API key from Onro into the Onro API key field.
Click Connect.
The panel switches to the order list. You only do this once per Jira site; every agent on the site gets the connected panel.
Connecting and disconnecting are site-level admin actions. They apply to every agent on the Jira site, not just you.
Your API key is sent once, over HTTPS, when you click Connect. It is exchanged for a stored Onro connection and is not kept by the app. Every request from the panel is proxied through Atlassian's Forge platform, which stamps the verified Jira site ID server-side, so the browser can't fake which account it is asking about.
Looking up orders in a request
Once connected, the panel automatically loads the customer's most recent Onro orders, newest first, matched by the email address of the request reporter.
To look up a specific order instead, type its order code into the search box and press Search. Clear the box and search again to return to the latest orders.
Each order card shows the order code, current status, type, service, and creation time. Track opens the live tracking page, and Label opens the shipment label, both in a new tab.
Click Details on any card to expand the full record: addresses, recipient, price, payment, status, and timestamps. A few fields worth knowing:
Reference: the merchant's own order ID, separate from the Onro order code.
Delivery / Dropoff(s): labelled Delivery for PickupDelivery orders and Dropoff(s) for Ondemand orders.
Note / Delivery note: order-level instructions versus destination-specific ones.
COD: the cash-on-delivery amount, when applicable.
Below the fields, you find Track, Label, and Receipt buttons. Copy details puts a plain-text version of the whole record on your clipboard, ready to paste into a reply or an internal note; the button briefly shows Copied.
The app reads the request reporter's email address only to scope the order search to that customer. It does not read request descriptions, comments, or attachments.
Disconnecting the integration
If you need to disconnect the site from Onro, for example, to reconnect it to a different Onro account, scroll to the bottom of the order list and click Disconnect. As a safeguard against an accidental click, you need to confirm:
Click Disconnect. The label changes to Click again to disconnect.
Click it again within four seconds to confirm.
The panel returns to the Connect form.
Disconnecting removes the Onro connection for all agents on this Jira site. Reconnect with a Support API key to restore it.
Troubleshooting
The panel says "This panel only works inside a Jira Service Management request."
You are viewing the panel outside a request, or a browser privacy or ad-block extension is blocking Atlassian's Forge scripts. Reload the request. If it persists, allow atlassian.net and atlassian-dev.net in your blocker.
Connection fails with "That Onro API key could not be verified."
The key is mistyped or has been revoked in Onro. Generate a fresh Support API key in the Onro Admin Center under Settings → Integration → Support → Jira Service Management and paste it again.
The panel says "This Jira site is not connected to Onro."
The connection was removed, either because someone clicked Disconnect or because the app was reinstalled. Reconnect with your API key.
Orders don't load, or the panel says "Could not load Onro."
This is usually a short-lived Onro API hiccup; the panel retries once automatically. If it keeps failing, check that the Onro account behind the API key is still active.
Track, Label, or Receipt don't open
Your browser is blocking pop-ups from the embedded panel. Allow pop-ups for atlassian.net.
Still facing an issue? Contact [email protected] and include the order code, your Jira site URL, and the approximate time you tried the lookup.