Working of the JIRA Connector

Hi Community,

I have a question around the working of the JIRA connector.

Use Case: I want to add some project milestones per project in JIRA and link them to an already existing JIRA ticket.

My Solution: I set up a bi-directional sync using the JIRA connector that creates these project milestones in JIRA. Now when I update information in JIRA, I can see the changes get reflected in my corresponding row in Smartsheet (things like Status, Start Date and End Date). However, when I make changes in my corresponding row in Smartsheet, the same do not get reflected in JIRA and JIRA actually overwrites my Smartsheet changes. All the fields I am trying to update have been set to bi-directional sync.
What is weird though it that if I change the particular fields in the Connector to be one way sync (from Smartsheet to JIRA), then the updates are flowing properly to JIRA but this makes me lose the ability to capture changes in JIRA back to Smartsheet.

Troubleshooting:
1. I have confirmed that this is not an issue with different names in JIRA and Smartsheet

2. I have a proper filter in my Smartsheet, Update to JIRA as a checkbox and have the condition for row filters to only update from SS to JIRA based on "is checked"

What could be the issue here?

Another thing is that I have another connector setup to the same JIRA project on another sheet with a bi-directional sync enabled. However none of the fields in that connector configuration are bi-directional (all pull from JIRA to SS for that use case). Is this causing a problem ? Are we only able to activate one instance of a bidirectional sync to a particular JIRA project?

CC: @Genevieve P.

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Accepted answers

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Isaac A.

Hi @subirp!

I see that you’ve opened a support ticket for this issue. Please continue working with our Support team to troubleshoot your issue through a private channel.

Once you find a resolution, please share it here so other users who encounter the same issue can benefit from your experience.

Cheers,
Isaac.

prime_nathaniel

Hellol @subirp / @Genevieve P.

If you are experiencing overwrites with Jira to SMAR when you have bi-directional enabled, it is possible you have other automations in JIRA that could be triggering an update event. It is also possible you have conflicting timing on your updates if you have the jira connector sent to aggressively sync (like 30 seconds).

Reduce your sync speed to something like 5 minutes so you can perform clean testing. Confirm with your JIRA admin that no other updates are coming in via JIRA, that no status blocking validations are affecting those fields either, or permissions issues with the connector account being allowed to update those records.

What you dont want is update from SMAR hits validation rule in JIRA and no update is allowed to be made and thus on next sync SMAR is overridden

You also do not want to try to update a record only to get blocked permissions wise and thus Jira will override SMAR

Or you update a record but a second automation entirely on the Jira side flips that status or date back and thus has the most recent data which overrides SMAR.

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