Edition: Enterprise



Sync a ticket with Jira

If you have followed the steps outlined in the Jira Integration page, you will find the following “Sync with Jira” section on the right hand side in the ticket page. If the Jira section is not in a convenient spot, you have the option to reorder the right hand menu of new and existing tickets.

If you have multiple Jira instances defined, you can hover over this section and the Jira Instance which the ticket is linked to will be displayed. The Jira instance is made automatically based on the Product selection that was made on your ticket. If there is no product selected on the ticket, the Default Jira Instance and Default Project Key will be used. Click here to learn more about configuring your Products for Jira.

Creating a New Issue

Clicking in the “New Issue” button will add the ticket to the queue to sync and the Issue Key will display “Pending…”. When this process is complete, the box will change from “pending…” to the Jira ticket number with a link.

A new Jira Issue will be created and a remote link to the synced TeamSupport ticket will be added in the new issue.

Linking an Existing Jira Issue

Clicking in the “Existing Issue” button will allow you to enter the Issue Key to sync with:

Enter the key and click on the Save button. The Issue Key will be displayed in black font without a link to Jira. Once the sync has taken place a new remote link will be added to the synced Jira Issue and the Issue Key in TeamSupport will become a link to the Jira Issue.

Automating the Ticket Links using API

TeamSupport offers an API which allows customers to have access the their TeamSupport data from outside of TeamSupport. You may use the API to set an existing Jira ticket link, or to create a new one. Click here to learn more.

Removing a Ticket sync to Jira

Once a sync has been made, if you need to make a change to the Product selection, you will be prompted to first remove the Jira sync from the ticket.

You may click the “x” at any time next to the sync in order to remove the link to Jira.

Updating Data

Jira Issue changes in the mapped fields listed on the Jira Integration Page will be applied to the TeamSupport ticket and new comments will generate new actions. New actions in the TeamSupport ticket will generate their equivalent new comments in the Jira Issue.

The synchronization runs approximately every 15 minutes, possibly longer depending on the number of items that need processing. Wait for at least 15 minutes after saving. Once it is done you should be able to refresh your ticket and see the updated data.

Logging and Troubleshooting

If your tickets are not syncing, you may look for errors in the “CRM Sync Errors” report which can be found in the Reporting Section. Additionally, logging reports can be found in the CRM Sync Logs report.

Additionally, Jira errors may be logged in the Ticket History. Ticket History can be found on the Ticket Detail Page by clicking More -> Ticket History. However, errors will only be reported in the Ticket History if they are specific to the ticket. For example, if the ticket sync has failed due to an authentication issue, these errors can be found in the “CRM Sync Errors” report as described above.

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