FAQ

Do I need to install Issue Sync app on all synchronized Jira instances?

Yes, it’s necessary to have Issue Sync installed and active on all Jira instances that you wish to synchronize. The logic behind that is simple - we do use any intermediate server (like SMTP) to send and receive your data, Issue Sync on your local instance communicates directly with Issue Sync on the partner instance. Thanks to that you can enjoy direct information exchange, without any intermediary solutions.

You can purchase an app license in the name of your partner. To do so, contact our Sales Department at atlassian@devinti.com.

What is the communication protocol between Jira instances?

Communication protocol between Jira instances is http/https.

How issues are connected with each other? What about the key?

If Jira-one instance has issue key ABC-XXXX, the Jira-two will not have exactly the same issue key. Issue key is generated from project key and sequence number. Therefore, it is more likely that in Jira-two there will be issue with key like DEF-YYYY.

However, issues are linked between instances, so it is possible to reveal ABC-XXXX in Jira-two (and vice versa). To do that add Deviniti [Synchronizer] - Synchronized issues view custom field type and include it in your issues DEF-YYYY view screen.
In that case if DEF-YYYY was created from ABC-XXXX, you should see corresponding Jira-one issue key.

Technically, when you install our app there will be Jira synchronized Issues technical custom field created to keep info about linked issues.

To display remote issue key on the issue view in your local Jira, you will need to add the Deviniti [Synchronizer] - Synchronized issues view custom field to the proper screen. For further information, navigate to the Issue view chapter

Can we update existing issues, or does synchronization affect only new issues?

Depending on the configuration made in the Triggers - Create section, the synchronization might start as a result of Jira events or it can be triggered manually, via the “create remote” button that appears in “Remote Issue View” panel when an issue meets the context criteria. It is therefore possible to synchronize issues that existed before the synchronization has been configured. You can do it manually, one by one from the single issue view, or automatically using Bulk synchronization. This feature allows you to synchronize multiple issues using the JQL filter.

The Issue Sync app provides Bulk synchronization.

This functionality may be helpful when you have:

• issues existing before initial synchronization.
• issues that haven’t been automatically synchronized (without create triggers set).

“Project is required” message appears

One of the reason for:
{"errorMessages":[],"errors":{"project":"project is required"}

could be uncompleted Field Mapping configuration. Please, check if Remote Field values are set correctly.

My changes are not synchronized while other users are. What is wrong?

There can be two simple reasons of such situation:

• Your username is used as Technical User, and so your changes are not synchronized by design.
• There is a query in Synchronization Scheme configuration that filters your issues out.

Error message when synchronizing

I receive following message while synchronizing:

{"errorMessages".[],"errors":{"customfield_10100"." Field'customfield_10100' cannot be set. It is not on the appropriate screen, or unkown."}}
It seems that there is a custom field in your Field Mapping which is not added to create or edit screen. If you want to synchronize given field it must be associated with the screen.

You are logged as a technical user for connection: [name]! Synchronization will not be performed!

Actions performed by the technical user are not synchronized. If you want your action cause synchronization, log in to a different account or change the technical user for this connection.

Technical user cannot modify existing issues in selected project!

Technical user should have all project permissions. You can check them also under Issue Synchronization Scheme → Contexts → Show permissions.

Is it possible to sync issues over three Jira instances in chain? (Jira A) <-> (Jira B) <-> (Jira C)

Yes of course it is possible. Your only chance to do this can be using Create Issue on contract in Jira B. Jira A (create issue event or other trigger) -> Jira B (create issue event) -> Jira C.

My changes are not synchronized, while other users' are. What is wrong?

Your account has been used as a technical user in the past and you still have the technical user role assigned. To remove the technical role from a user who is not assigned to any connection, navigate to Troubleshooting > Maintenance > Inactive Technical Users.