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Sync alerts with service and software projects

The feature described in this article is currently rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

Sync is available only on Jira Service Management’s Premium and Enterprise plans.

On the Sync page, either in your on-call team or Jira site, select Create sync.

Create sync in operations

Fill in some important details for your sync:

  • Choose your project’s Jira site: You can choose projects that exist in the same Jira site or in a different Jira site.

  • Name: Name your sync to easily find it later.

  • Assignee team: You can select a team to own this sync. It’s optional, so you can skip selecting an assignee team.

  • Project: Select the project on the current site (a Jira software project or a Jira Service Management project) you want to use for this sync. Once the sync is created, you can only change to another project of the same nature. So, a sync created for a software project can’t be switched to a service project later on.

  • Project type: Select the type of the project on the different site (a Jira software project or a Jira Service Management project) you want to use for this sync.

  • Turn off notifications: Select this option if you wish to mute notifications for alerts created by this sync. When notifications are off, you won’t receive notifications.

Select Continue to save the sync.

Sync details page in operations

The sync is OFF by default. When you’re ready, select Turn on sync to proceed or Close to leave without turning on the sync.

Once the sync is saved, you’ll be able to see it on the Sync page, where you can select the use More actions to directly manage your sync.

 

Configure the sync

To configure your sync as per your team’s preferences, select Edit in Sync settings to change any values you previously set for the sync.

Sync edit setting modal

 

Set rules for creating and processing alerts

Select Add rule to create a rule that creates or updates alerts that match certain conditions. You can define rules to create an alert, acknowledge an alert, add a note, or close an alert. Some rules are added by default when you create a sync.

Add alert rule in Sync
  • Name: Name your rule to easily identify it later.

  • Rule type: Select the action you want this rule to perform when the rule is run.

  • Alert filters: You can add alert filters to set the conditions that the alert must match for the rule to run.

    • All the alerts: No conditions are in effect, so all alerts will cause this rule to run. This is the default setting.

    • Only alerts that match any condition: When there are alerts that match one or more conditions, the rule will run and execute the selected action.

    • Only alerts that match all the conditions: When there are alerts that match all the conditions, the rule will run and execute the selected action.

  • Alert properties: Fill in the details you want to add to the corresponding alerts. This isn’t applicable if the selected action is Ignore.

  • Select the Turn on now setting if you want to immediately turn on the rule, and select Add to continue.

  • You can edit, turn off, and duplicate the rule from the More actions.

You can drag and drop the rules within a group to rearrange the order of execution.

Use webhook to update alerts against events from Jira issues

If you’re configuring a sync to a project on a different Jira site, you need to connect it through webhook to receive your Jira events such as issue_created and issue_updated.

  1. On Jira, go to Settings > System > Webhooks

  2. Select Create a Webhook

  3. Copy the API given in the sync settings and paste it into URL

  4. Select the created and updated events under Issue and Comment.

  5. Select Create.

 

Set rules for taking actions against alerts

Select Update issues against alerts created by this sync and Add rule to set up a rule that updates existing issues in your project based on alert events caused by this sync.

Rules for actions against alerts in Sync

Project type

Events to run the rule

Actions to be run by the rule

Software (Server)

  • alert is unacknowledged

  • alert is snoozed

  • user escalates the alert

  • alert is escalated to next responder

  • alert responder is added

  • alert tag is added

  • alert tag is removed

  • custom action is taken

  • alert is assigned

  • user assigns alert to self

  • alert priority is updated

  • alert description is updated

  • alert message is updated

  • alert snooze ends

  • create an issue

  • add comment to issue
    transition issue to IN PROGRESS

  • transition issue to DONE

  • transition issue to RESOLVED

  • transition issue to CLOSED

Software (Cloud)

  • alert is acknowledged

  • alert is unacknowledged

  • alert note is added

  • alert is snoozed

  • user escalates the alert

  • alert is escalated to next responder

  • alert responder is added

  • alert tag is added

  • alert tag is removed

  • custom action is taken

  • alert is assigned

  • user assigns alert to self

  • alert priority is updated

  • alert description is updated

  • alert message is updated

  • alert is deleted

  • alert snooze ends

  • add comment to issue

  • transition issue to IN PROGRESS

  • transition issue to DONE

Service (Server)

  • alert is unacknowledged

  • alert is snoozed

  • user escalates the alert

  • alert is escalated to next responder

  • alert responder is added

  • alert tag is added

  • alert tag is removed

  • custom action is taken

  • alert is assigned

  • user assigns alert to self

  • alert priority is updated

  • alert description is updated

  • alert message is updated

  • alert snooze ends

  • create an issue

  • add comment to issue

  • transition issue to RESOLVED

Service (Cloud)

  • alert is acknowledged

  • alert is unacknowledged

  • alert note is added

  • alert is snoozed

  • user escalates the alert

  • alert is escalated to next responder

  • alert responder is added

  • alert tag is added

  • alert tag is removed

  • custom action is taken

  • alert is assigned

  • user assigns alert to self

  • alert priority is updated

  • alert description is updated

  • alert message is updated

  • alert is deleted

  • alert snooze ends

  • add comment to issue

  • transition issue to DONE

 

Select Create and update issues against alerts created by integrations or other syncs and select Add rule to set up a rule that creates an issue based on alert events caused by integrations or other syncs.

Add rule to create and update issues in Sync
Add rule for creating issues in Sync
  • Create issue when: Select the alert event that must create the issue.

  • Issue properties: Select the Issue type and the Issue fields you wish to use in the new Issue.

  • Select Add actions to define update actions to perform on the newly created issue based on alert events caused by this rule.

  • Select the Turn on now setting if you want to immediately turn on the rule, and select Add to continue.

  • You can edit, turn off, and duplicate the rule from the More actions.

We don't support some fields yet

You may continue customizing, but we won't show some of the issue fields which are available in your Jira Service Management account. Following are the fields we're not showing at this time: Parent, Time tracking, Attachment, Linked Issues, Affected services, Approver groups, Request Type, Request participants, Satisfaction, Organizations, Request language

 

Set up outgoing authentication

If you’re syncing with a project that exists on a different Jira site, then you need to set up outgoing authentication for the rules to take actions against alerts to work, with a Jira Edge Connector, a Jira Service Management account, or both.

In Sync settings, select Edit. In the Authenticate for sending alert updates to service project section, select an authentication method.

Outgoing authentication in Sync

To authenticate with your Jira Service Management account, fill in the following information:

  • Project's Jira site URL: Enter the full URL of your Jira site, including https:// or http://.

  • Service project key: Enter the KEY of the service or software project.

  • Issue type name: Enter the name of the issue type you want to use to create your issue.

  • Email address: Enter the email address you use to log in to your Jira Service Management account.

  • API token: Enter Atlassian account API token. View your API tokens or read how to create a new API token.

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