Sync alerts with service and software projects
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.
Create a sync
On the Sync page, either in your on-call team or Jira site, select Create sync.
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 or 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 type. For example, 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 or Jira Service Managementproject) 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.
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.
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.
Note that the following limits apply to the number of rules you can set:
Syncing between projects on the same Jira site
Incoming actions: 250 rules at the maximum
Outgoing actions: 100 rules at the maximum
Outgoing actions within a group of rules: 20 rules at the maximum
Syncing between projects on different Jira sites
Incoming actions: 255 rules at the maximum
Outgoing actions: 1 rule per action at the maximum
Add or edit alert rules
Rule type: Select the action you want this rule to perform when the rule is run.
Rule name: Name your rule to easily identify it later.
Add filter conditions: You can add alert filters to set the conditions that the alert must match for the rule to run. Filter types:
All the alerts (no conditions in use): No conditions are in effect, so all alerts will cause this rule to run. This is the default setting. Here are the alert filters:
Alerts that match at least one condition: When there are alerts that match one or more conditions, the rule will run and execute the selected action.
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
Drag and drop the alert properties available in the Alert properties section to Alert details fields and .
Click + to create a new property. You can also create a custom alert property by typing this syntax directly in the alert detail fields: {{_payload.customField}}, {{_headers.customField}} or {{_url.customField}
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 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 work items
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.
In Jira, go to Settings, then System, then Webhooks.
Select Create a Webhook.
Copy the API given in the sync settings and paste it into URL.
Select the created and updated events under Work item and Comment.
Select Create.
Set rules for taking actions against alerts
Select Update work items against alerts created by this sync and Add rule to set up a rule that updates existing work items in your project based on alert events caused by this sync.
Project type | Events to run the rule | Actions to be run by the rule |
|---|---|---|
Software (Server) |
|
|
Software (Cloud) |
|
|
Service (Server) |
|
|
Service (Cloud) |
|
|
Select Create and update work items against alerts created by integrations or other syncs and select Add rule to set up a rule that creates a work item based on alert events caused by integrations or other syncs.
Create work item when: Select the alert event that must create the work item.
Work item properties: Select the work type and the work item fields you wish to use in the new work item.
Select Add actions to define update actions to perform on the newly created work item 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 work item 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 work items, 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.
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://orhttp://.Service project key: Enter the KEY of the service or software project.
Work type name: Enter the name of the work type you want to use to create your work item.
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.
Was this helpful?