Page Comparison

Image Removed

Image Added

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

Keep your issues and alerts always in sync

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 Integrations, you can configure rules to:

Create and process alerts based on issue 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 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

Where you can set up rules

You can view and create sync rules at two different locationsplaces in Jira Service Management: team and Jira site.

Sync rules of your team

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.

Sync in your team’s operations

To set up sync rules view and add syncs for a team:

Make sure you are you’re a team admin
Go to the team’s Operations page
Select Sync from the sidebar. You’ll be able to view already created syncs of the team.
Select Add sync to create a new sync

Learn how to set up sync rules for a team

Sync

rules of

in your Jira

site

Image Removed

To set up

site’s operations

Image Added

To view and add sync rules for your Jira site:

Make sure you are you’re a Jira admin
Go to Settings → Products
Select Sync from the sidebar (under Operations). You’ll be able to view already created syncs of all teams on the Jira site.
Select Add sync to create a new sync

Learn how to set up sync rules for a Jira site

Expand

title	Notes

/////// Quick spar request /////////
@pinar @Makarand @Abhinav Gohain Happy Monday!

Is the foll. brief intro to Sync technically accurate?
The language is subject to largely change, so please ignore that aspect. My intent here is to only check if I have got the fundamentals right.
Also, if there's any diff b/w Integrations and Sync we want to highlight at all, what'd that be?====
Sync works the same way as Integrations at a functional level, hence the “incoming” and “outgoing” concepts of Integrations apply to Sync as well with the only difference being <…..>.
Simply put, Sync is a special kind of integration where you create a bidirectional connection between your Operations-enabled team space and a project-level entity of an Atlassian product (a Jira Software project or a Jira Service Management project or something else in the future, for example) you have connected to on the same site.
You can set Sync rules to:

create/update an issue in JSW (or a request in JSW as the case may be) when an alert is created/updated manually or by an integration.
update an alert when an Issue in JSW (or a request in JSW as the case may be) is created/updated.

(edited)

8 replies

Abhinav Gohain

1 day ago
I feel rather than branding this as an integration, we should brand it more as Automation maybe? I ma attaching the new benefit modal we are planning for GA, so it has to be aligned accordingly.Thats my opinion though, I will let @pinar and @Makarand share their thoughts as wellScreenshot 2023-06-12 at 12.49.57 PM.png

Pınar Tekir Doğan 21 hours ago
My suggestion is not to reference automation or integration. It may mislead users since we provide very different experiences.
I would summarize the abilities below
You can set Sync rules to:

create/process alerts with events from requests/issues
send alert updates back to issues/requests
create/update issues/requests with events from alerts that are created by other integrations/sync rules

Shivi Sivasubramanian 20 hours ago

! Thank you for your input, @Abhinav Gohain +++ @pinar +++
I'll reword the text to bring it closer to what it really is.

Makarand Gomashe 3 hours ago
I recommend not seeing the words “Automations” and “Integrations” as product features when explaining to customers. Customers have a very simple industry wide understanding of the usecases they want to achieve in the product.So if a customer asks, “when should I use sync?”
My answer in simple words would be “if you want to automate bi-directional updates on the alerts and issues in JSM, use Sync”

Makarand Gomashe 3 hours ago
And I like @Abhinav Gohain’s description, Sync is actually helping in “automating alerting workflows”

Versions Compared

Old Version 6

New Version 7

Key