Sync

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.

Here are some examples of sync rules:

Create an incident when an alert of P3 priority contains ‘service failure’ in its message
Update
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

Sync rules for your team

If you’re an admin of your team, you’ll be able to set up sync rules for your team. Learn how to set up sync rules for a team

Sync rules for your Jira site

If you’re a Jira admin, you’ll be able to set up sync rules for your site. Learn how to set up sync rules for a Jira site

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”