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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 way to keep bi-directional sync mechanism on Jira. It automates syncing updates between your issues (incidents, service requests, etc.) in sync with alerts on Jira Service Managementand your alerts, saving your team the redundant effort to keep of keeping things updated — no . No more copy-pasting information or updating constant updates of fields. Instead, simply set up sync rules once and manage them whenever needed.
What type of sync rules are available?
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/////// 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”
And I like @Abhinav Gohain’s description, Sync is actually helping in “automating alerting workflows”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.
Set up sync rules
You can view and create sync rules at two different places in Jira Service Management - in your team and the Jira siteyou’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 add a sync, make sure you’ve launched Operations for the teams you want to create a sync for. Learn how to launch Operations for your team
Sync for your on-call team
To view and add syncs for a team:
Make sure you’re a team admin
Go to the team’s Operations page by selecting Go to operations on the team’s profile.
Select Sync from the sidebar. You’ll be able to view already added syncs of the team, if any.
Select Add sync.
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Sync for your Jira site
To view and add syncs for your Jira site:
Make sure you’re a Jira admin.
Go to Settings > Products.
Select Sync from the sidebar (under Operations). You’ll be able to view already added syncs of all teams on that Jira site.
Select Add sync.
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