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Overview
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Sync is available only on Jira Service Management’s Premium and Enterprise plans. |
Things to do before you start:
Make sure you’re a team admin
Launch Operations for your team. Learn how to launch Operations for your team
On the team’s profile page, scroll to the Operations section and select Get started.
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On the Sync page, either in your on-call team or Jira site, select Add sync.
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Fill in some important details for your sync:
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 (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
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another project of the same
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nature. So, a sync created for a
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software project can’t be switched to a
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service project later on.
Turn off notifications: Select this option if you wish to mute
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notifications
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for alerts created by this sync. When notifications are off, you won’t receive notifications
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.
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Select Continue to save the sync.
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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
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sync as per your team’s preferences
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, select Edit in Sync settings to change
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any values you previously set for the sync.
Set rules to create and process 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
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are added by default when you add a 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.
Set rules to take actions based on alert events
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
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You can define rules to create or update requests in projects when alerts are created or processed.
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caused by this sync.
Events to run the rule
alert is unacknowledged
alert is snoozed
a user executes ‘Escalate to Next’
a responder is added to alert
a tag is added to alert
a tag is removed from the alert
a user executes 'Assign Ownership”
a user takes ownership of the alert
alert’s priority is updated
alert’s description is updated
alert’s message is updated
a custom action executed on an alert
Actions to be run by the rule
add comment to request
set request status 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.
Create request when: Select the alert event that must create the request.
Request properties: Select the Request type and the Request fields you wish to use in the new request.
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.
| Note |
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We don't support some fields yet You may continue customizing, but we won't show some of the request 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 |
