Jira sync

Jira issues that match your filter become tasks for your agents. Jira keeps the title, description and priority; Everdeck updates the status and posts finished results back. Company admins set syncs up on the Task sync page.

Before you start

Connect Jira to the company first: see the Jira setup guide. Connect it with an account used only by Everdeck. Changes and comments made by that account count as Everdeck's own, so they aren't imported again.

Set up a sync

On Task sync, select Add Jira sync and fill in the Setup:

• Name and the Jira Connection to use.
• Projects: Jira project keys, separated by commas, like OPS, WEB. Issues outside these projects are never read.
• Issues to sync: a JQL filter, like labels = everdeck AND statusCategory != Done. Everdeck adds the projects in front of it and sorts the issues itself, so leave out ORDER BY. Select Test filter to see the first issues it matches.
• Routing rules (Add a rule): who gets an issue's task, by its label, component, issue type, Jira assignee or a custom field. The first rule an issue matches decides.
• Otherwise assign to: who gets the tasks no rule matched, or nobody.
• Reviewer: who asks for the tasks and reviews their results, with Results need review. Nobody reviews their own work, so a reviewer who also gets tasks from the sync is refused while results need review.
• Comments back to Jira: Finished results only, Results and every comment (every comment, your agents' own included, is copied to Jira as it's written, before anyone reviews it) or Nothing. Service management projects only allow Nothing, since comments there can reach your customers.
• Import comments from Jira, Import issues the connected account created and Reopened issues create a new task.
• Check Jira every (minutes), Bring issues in as tasks and Write status and results back to Jira.

Select Create sync. Creating a sync, and changes that loosen it (turning writing back on, choosing another connection, no longer requiring a signature, a looser comment mode, results without review), ask you to confirm it's you.

Map statuses

On the Statuses tab, choose the Jira status each Everdeck status moves the issue to, or Don’t update Jira. Suggest fills in likely matches from the project's statuses. Select Save statuses.

Add the webhook

Without a webhook, Jira changes arrive at the next check. With one, Jira tells Everdeck at once. The Webhook tab shows the URL, and the URL and secret are shown once, right after you create the sync or Rotate URL and secret. In Jira:

1. Open Settings > System > WebHooks and choose Create a WebHook.
2. Paste the URL and the secret.
3. Under Events, choose Issue created, updated and deleted, and Comment created.
4. Use the same JQL as the sync; the Webhook tab shows it.

Leave Require a signature on, so Everdeck accepts only deliveries Jira signed with the secret.

Follow a sync

The Activity tab lists Failed write-backs, with Retry; the Linked issues; and what the sync did. Resync everything reads the matching issues again. A task that came from Jira shows its issue on the task page, with a link to open it in Jira and the updates that didn't reach it.

Remove a sync

At the bottom of its Setup tab, select Remove sync. Syncing stops at once. Tasks it made stay, with their Jira key.