The field syncing feature enables near real time syncing of data between MorgWard Support and Jira. This provides information sharing between the two systems for better collaboration between support and engineering teams. This is done by mapping Jira issue fields to Support ticket fields.
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Requirements and limitations
- Supported versions: Jira Cloud, Jira Data Center, and Jira Server 7.0 and newer
- The field syncing feature is case-sensitive. Support field values must exactly match with Jira field values
- Once data is synced, it cannot be removed easily. However, you can disable field syncing all together which disables all field links
- Sync direction can be set on a per-field basis, but only one mapping per field is allowed
- Bidirectional syncing of the same field is not supported
- Field mapping screen displays custom field types from all Jira projects in a single list
- All mapped fields for a particular issue or ticket is updated via a single API call. So if a mapped field is misconfigured, all fields will not be updated
- Two or more Jira issues linked to a ticket will stop the sync
Field type syncing compatibility
There are some restrictions on the field types that are compatible for syncing. For example, a MorgWard decimal field with a numeric display cannot sync with a Jira multi-line text field.
The tables below list field mapping compatibility.
| Field title/type | Display type | Compatible Jira issue field type(s) |
|---|---|---|
| Priority (default) | Drop-down | Text field (read-only)
Select list Text field (single line) Text field (multi-line) |
| Type (default) | Drop-down | Text field (read-only)
Select list Text field (single line) Text field (multi-line) |
| Date (custom) | Date | Date picker
Due date |
| Decimal (custom) | Number | Number field |
| Numeric (custom) | Number | Number field |
| Drop-down list (custom) | Drop-down | Text field (read-only)
Select list Text field (single line) Text field (multi-line) |
| Text (custom) | Single line text | Description
Environment Text field (read-only)Select list Summary Text field (single line) Text field (multi-line) |
| Multi-line text (custom) | Multi-line text | Text field (multi-line) |
| Field title/type | Display type | Compatible MorgWard ticket field type(s) |
|---|---|---|
| Description (default) | Multi-line text | Multi-line text |
| Due date (default) | Date | Date |
| Environment (default) | Multi-line text | Multi-line text |
| Fix versions (default) | Fix versions | Text
Multi-line text |
| Priority (default) | Priority
(Note: Only syncs from Jira to MorgWard) |
Text
Multi-line text Drop-down list |
| Sprint (default) | Sprint | Text
Multi-line text |
| Status (default) | Status | Text
Multi-line text Drop-down list |
| Summary (default) | Single line text | Text
Multi-line text |
| Date (custom) | Date | Text
Multi-line text Date |
| Number (custom) | Number | Numeric
Decimal |
| Read-only text field (custom) | Read-only text field | Text
Multi-line text |
| Select (custom) | Drop-down | Text
Multi-line text Drop-down Type Priority |
| Text field (custom) | Single line text | Text
Multi-line text |
| Text area (custom) | Multi-line text | Multi-line text |
Setting up field syncing
Field syncing is set up using a mapping interface.
MorgWard Support and Jira have different field types which adds complexity to the syncing process. It requires following certain rules when creating field mapping to ensure syncing works as expected.
Both system (default) and custom fields are supported. However, only a subset of all available field types are supported. Additionally, there are limitations as to which Jira field type can be synced to a MorgWard Support field type, and vice-versa. For instance, a text field cannot be synced to a datetime field. To prevent misconfiguration, the user interface hides field types that are not supported, and greys out invalid mapping options.
Because data synced fields cannot be unsynced, we recommend that you test your field syncing in a test environment or sandbox. If necessary, you can disable the field syncing feature by removing all field mappings. This stops syncing subsequent data changes.
To configure and to enable field syncing
- Log in to your Jira account with Admin privileges.
- In the top navigation bar, select Apps > Manage your apps > MorgWard Support for Jira > Configure > Field Mapping.
- Use the drop-down menus to select the Jira issue ticket field and MorgWard Support ticket fields you want to map.
- Click Add. The synced fields are added to the Field Mapping list.
- Repeat for additional mapped fields.
- When finished mapping fields, click Save & Sync.
Many-to-one syncing
You can sync a field from a single Jira issue to multiple MorgWard Support tickets, or a field from a single Support ticket to multiple Jira issues. In this case, the syncing only occurs in one direction, from the single issue or ticket to multiple tickets or issues respectively.
However, syncing a field from multiple linked tickets to a Jira issue field, or from multiple Jira issues to a field on a ticket, is not supported. Configuring field sync this way causes syncing to stop for this particular ticket or issue. To link multiple tickets to a Jira issue and use sync, we recommend implementing a problem/incident concept as described in Working with problem and incident tickets.
The Jira issue key is a special case. If multiple issues are linked to the same ticket, all their keys will appear on the ticket.
Syncing closed tickets
Unlike Jira, MorgWard does not allow closed tickets to be updated. This means that when attempting to sync Jira issues to MorgWard tickets, it may fail if the ticket is already closed. You will be able to see this error on the MorgWard Support for Jira add-on Error Report screen.
Errors
Since syncing is something that happens behind the scenes, errors are displayed on a dedicated screen. The error report screen allows the user to identify and resolve invalid field mappings as well as other configuration issues.
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