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What is sync?

This article highlights a new alerting feature that's natively available in Jira Service Management which is gradually rolling out to some Jira Service Management Cloud customers. It may not yet be visible or available on your site.

Sync is the most efficient bi-directional sync mechanism on Jira. It automates syncing updates between your issues (incidents, service requests, etc.) and your alerts, saving your team the redundant effort of keeping things updated.

No more copy-pasting information or constant updates of fields. Instead, simply set up sync rules once and manage them whenever needed.

Just like in Integrations, you can configure syncs to:

  • Create and process alerts based on issue/request events
    For example: Create an alert when an incident of P3 priority is created in your service project.

  • Update issues based on alert events

    For example: Add a comment to the incident when the alert is acknowledged.

  • Create and update issues/requests when alerts are created by integrations or other syncs

    For example: Create an incident in your service project when an alert of P1 priority with ‘service failure’ in its message is created by another sync.

Sync is available only on Jira Service Management’s Standard and Premium plans at a team level and only on Premium plan at a site level.

Set up sync rules

You can view and create sync rules at two different places in Jira Service Management — for your team and for the Jira site you’re logged into. The difference is that you’ll be able to view syncs of all teams on your Jira site’s Sync page, while a team’s Sync page will show you only syncs of the team.

Before you can create a sync, make sure you’ve launched Operations for the teams you want to create a sync for. Read how to launch operations for your team

Sync for your on-call team

To view and create syncs for a team:

  1. Make sure you’re a team admin

  2. Go to the team’s Operations page by selecting Go to operations on the team’s profile.

  3. Select Syncs from the sidebar. You’ll be able to view already created syncs of the team, if any.

  4. Select Create sync.

Sync for your Jira site

To view and create syncs for your Jira site:

  1. Make sure you’re a Jira admin.

  2. Go to Settings > Products.

  3. Select Syncs from the sidebar (under Operations). You’ll be able to view already created syncs of all teams on that Jira site.

  4. Select Create sync.

Read how to sync alerts with your software and service projects.

Still need help?

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