Overview

Experience seamless support and product workflow integration by connecting Linear with Thena. This integration allows Thena users to effortlessly create Linear issues directly within Thena, utilizing Linear templates. Users can assign team members and set priority, status, project, and labels—all with rich text, attachments, and tables. Once an issue is created, easily track its progress within Thena.

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Configuration

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Admin privileges for setup

Linear Administrator privileges are required to authenticate Thena with Linear

To enable Linear integration, head toIntegrations -> Set up Linear on the Web app and click.Connect. The setup process will take you through the OAuth authentication, where you must allow the Thena Linear App to access your Thena workspace.

Notification preferences

Under "Notification Preferences," select the activities for which you want to receive Slack notifications. Available options include:

• Assignee: Get notified when the assignee of the Linear issue changes.
• Status: Stay updated on status changes of Linear issues (e.g., from "In Progress" to "Completed").
• Priority: Be informed when the priority level of the Linear issue is altered.
• Labels: Know when labels are added or removed from Linear issues.
• Title: Receive notifications for any changes to the Linear issue title.
• Description: Get alerts when the description of the Linear issue is modified.
• Team: Get updates when the issue is moved to a different team.

Click "Save" to apply your preferences.

Once the setup is complete, you can see the External Links section on your request drawer.

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Create new Linear issue in Thena

Supported Linear issue metadata:

1. Select the team:

   • At the top of the issue creation window, you can choose the Linear team to create the issue in. This indicates the Linear project to which the new issue will be added.
   • Use the dropdown to change the project to a different one within your Linear workspace.
   • Private teams are visible only to those members who are a part of the Linear team.

2. Choose a template:

   • If your linear workspace has templates set up, you can select one to pre-fill specific fields or structures within your issue.

3. Enter the issue title:

   • In the field labeled "Issue title," type a title for your issue. This title should summarize the problem or task to be addressed.

4. Add a description:

   • In the "Description" field, provide a detailed description of the issue. Include relevant information, such as steps to reproduce, expected outcomes, or additional context to help resolve the issue.

5. Set the status:

   • All the statuses will be fetched from the relevant Linear team's statuses.

6. Configure SLA:

   • You can set or adjust the SLA for the issue to ensure timely resolution.

7. Set priority:

   • Use the "Priority" field to assign a priority level to the issue.

8. Assign the issue:

   • In the "Assignee" field, designate a team member responsible for this issue. The items in this list belong to the assignee set on Linear.

9. Add labels:

   • Click on the label icon to add relevant labels to the issue. Labels help categorize and filter issues within your project.

10. Assign to a project:

    • Using the Project field, ensure that the issue is assigned to the correct project. The selected project from the top bar should already be in the field. You can change the project if needed.

11. Create the issue:

    • Once all necessary details are filled out, click the "Create issue" button at the bottom right of the screen. This action will add the issue to your selected Linear project and make it available for tracking and resolution.

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Link existing Linear issue

You can attach an existing Linear issue by:

1. Pasting the link to the Linear issue on the internal triage thread.
   To do this, copy the complete URL of the Linear ticket and paste it into the Internal Triage Thread. The link will automatically be attached to the request, and you can see that on the request drawer for that particular request.
2. Pasting the link to the Linear issue on the internal thread
   To do this, open a specific request and open the Internal thread tab and paste the link.
3. Searching for an existing issue on Linear on Thena
   You will see an External Links section on the right for an open request (only when one of the External Links integrations is enabled). From there, you can search for Linear tickets and attach them to the request.

4. Search for an existing issue on Linear from Slack
   You can access existing Linear tickets directly from the Settings button Slack Triage -> Create a new Linear issue.

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Unlink Linear issue from Thena request

You can also unlink a Linear issue attached to the Request from the request view.

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Unlinking an issue from Thena request is only possible from Thena and not from Linear.

Unlinking will not delete or remove the issue created on Linear or change its status. The unlinked request will stop receiving change notifications for that particular linear issue.

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Integration scope

Here are the permissions that the Thena Linear App will ask for :

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FAQs

How do I upgrade to Linear version 2 on Thena?

Head over to Integrations -> Linear. Click on Upgrade. Make sure to be the Linear admin to proceed and connect your Linear integration with Thena.

What should I do if the external links section isn't visible after setup?

Make sure you followed the setup instructions correctly, including the OAuth authentication. If the problem continues, contact support for help.

Can I change the user for Linear integration after the initial setup?

Yes, you can re-authenticate with a different user. However, remember that all subsequent issues on Linear will be associated with the new user.

Why should I use a service account for Linear integration?

Creating a service account is recommended to easily identify issues created via Thena.

What happens if I unlink a request from Linear?

Unlinking a request will remove the request link from the Linear issues. However, it won't delete or change the ticket status on Linear.

What permissions does the Thena Linear app require on Linear?

The app requires creating permissions for comments and new issues, reading permissions to access content, and writing permissions to modify content within Linear.

Is it possible to link multiple Linear issues to one request on Thena?

Yes, Thena supports attaching multiple Linear issues to one request, providing comprehensive customer context.

Can I attach multiple requests to one Linear issue?

Yes, you can attach multiple requests to one Linear issue.

How often will my Linear account be synced with Thena?

We automatically sync your Linear account and fetch relevant information like templates every 4 hours. You can also configure this frequency manually on Linear integration on Thena -> Set frequency.

I have added a new template but don't see it on Thena.

You can manually sync your Linear account with Thena. Head over to Linear integration on Thena -> Sync manually.

How do I upgrade to Linear version 2 on Thena?

Head over to Integrations -> Linear. Click on Upgrade. Make sure to be the Linear admin to proceed and connect your Linear integration with Thena.

Why must I be the admin to connect Linear app to Thena?

Being the admin to set up ensures all your Linear teams are fetched and connected with Thena. All private teams also become accessible.