📘 What you will learn here
On this page you will learn how to set up a sync with a customer's Jira Cloud site, so your team works in your Jira site, the customer follows the same status and conversation in theirs, and you decide what the customer may see.
The scenario
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Sync Bridge is installed on your Jira site (This Jira site). Your work items are created and worked on there.
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When a work item is ready to share, Sync Bridge pushes it to a space on the customer's site and creates the linked work item there.
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Your updates (status, comments, attachments, selected fields) flow to the customer.
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The customer's comments and status changes on the linked work item flow back to you.
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Your internal comments stay on your site.
Sync Bridge only creates linked work items by pushing from this Jira site. Work items that the customer creates directly on their site aren't brought over to your site. Pull only updates work items that are already linked.
1. Connect to the customer's site
Ask the customer for a Jira account on their site for the sync, with access to the space you'll sync with. Then create a connector on the Connectors page with the Site URL of the customer's site and that account's Email and API token.
Everything Sync Bridge writes on the customer's site is done as that account, so it needs permission to create and edit work items, add comments and attachments, and transition work items in the target space.
2. Create the sync rule
Create a rule as described in Create a Sync Rule. Recommended settings:
|
Setting |
Recommendation |
Why |
|---|---|---|
|
Source |
This Jira site, with a scope that covers only the customer's work, for example one space and the relevant work types, or Advanced JQL. |
Keeps other customers' work items out. |
|
Target |
The customer's connector and the space they track your work in. |
Linked work items are created there. |
|
Sync direction |
Both directions (turn on Push and Pull). |
Push sends your updates; pull brings the customer's comments and status changes back. |
|
Push triggers |
Jira events, with the events that matter to the customer, for example Work item created, Status changed, Comment added, Attachment added. Keep Manual on too. |
Updates reach the customer as they happen. Manual lets a Jira admin push a work item on demand. |
|
Pull triggers |
Scheduler, with a schedule that fits how fast you need replies. |
Sync Bridge checks the customer's site for changes on the linked work items. |
|
Per-work-item sync switch |
Turn on, choose Off by default, and allow your team leads or agents to use the switch. |
Nothing reaches the customer until someone decides the work item is ready. See Permissions and Per-Work-Item Sync Control. |
3. Decide what the customer sees
On the rule's Field mapping tab, set the direction of each item: Source → Target (yours to the customer), Target → Source (theirs to you) or Both directions.
|
What |
Recommendation |
|---|---|
|
Fields |
Map only the fields the customer should see, such as summary, description and priority, as Source → Target. Don't map internal fields such as cost or internal notes. See Field Mapping. |
|
Status |
Map the transitions of both workflows. Use Source → Target for progress you report (for example In Progress, Done) and Target → Source for decisions the customer makes (for example accepting or reopening). See Status Mapping. |
|
Comments |
Turn on with Both directions. Add the Visibility filter with Public comments only so internal comments stay on your site. Use the Author filter with Exclude these authors to leave out comments from specific people, for example automation accounts. See Comments Sync. |
|
Attachments |
Turn on if you exchange files, and use the filters to leave out file types or sizes you don't want to share. See Attachments Sync. |
The Visibility filter applies only to Jira Service Management spaces. Comments in other spaces are treated as public. An internal comment that does sync is added as a regular, unrestricted comment on the other site, so check this filter before you turn on comment sync.
4. Day to day
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Your team turns sync on for a work item in the Sync Bridge panel. A Jira admin can push it right away; otherwise it's pushed at the next change.
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The panel shows the linked work item on the customer's site and the sync status.
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The Sync History tab shows what was sent and received, and when.
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Admins watch for failures on the Dashboard.