Create work items on software spaces using the JSM Operations Sync feature
Platform Notice: Cloud Only - This article only applies to Atlassian apps on the cloud platform.
Summary
Use the Sync feature from Jira Service Management Operations to create work items in software spaces.
Solution
Automation in Operations doesn't create software space work items
Jira Service Management Operations includes an automation feature. However, it can't create tickets in software spaces directly from alerts generated via Operations. This is because Incident Management features are exclusive to service spaces.
Use Operations Syncs to create work items in software spaces
The Sync feature allows for the automatic creation of a ticket in a software space each time an alert is generated.
Configure Sync
Make sure you’re a Jira admin.
Go to Settings in the top-right corner > Operations.
Select Syncs from the sidebar > Select Create sync.
Choose your site > Choose your software space in the Space field.
Select Continue.
Expand "Rules for taking actions against alerts" and check the box "Create and update work items against alerts created by integrations or other syncs".
Select Add rule.
Under filter alerts, select the option according to your use case.
Make sure to check the Turn on Now box.
Select Add.
Verify the Sync
Confirm the target software space is selected in the sync.
Confirm that the rule for taking actions against alerts created by integrations or other syncs is enabled.
Confirm the alert filter matches the intended conditions.
Turn on and save the sync, then verify that a test alert creates the expected work item in the software space.
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