Issues with Alert Synchronization and Automation in Jira Operations Integration

[Mau Jimenez]

Hello Team,

I'm encountering an unusual issue in the alert-to-ticket workflow via our Jira Operations integrations. While the initial steps are functioning as expected, certain automation actions are not behaving as intended.

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Current Workflow

1. Alert Reception
   An alert is triggered via an integration (Email, New Relic, API, etc.). Each integration is mapped to a specific team and affected service in Jira Operations.

2. Alert Creation and Ticket Linking
   Once the alert is created and assigned to the corresponding team (as IRT), an automation rule triggers on alert creation. This automation creates a Jira issue and links it to the alert.
   ✅ This part is working correctly.

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Issues Encountered

3. Assignment Behavior
   When the Jira issue is assigned to a user, the corresponding alert is expected to inherit the same assignee.
   ❌ Instead, a responder alert is being generated, which is not the desired behavior.

4. Acknowledgement on "Work in Progress"
   When the ticket is transitioned to "Work in Progress", the linked alert should be updated to "Acknowledged" status.
   ❌ This status update is not happening.

5. Closure on "Resolved"
   When the ticket is moved to "Resolved", the alert should be updated to "Closed".
   ❌ This update is also not being reflected.

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What I’ve Tried

• Implemented a webhook and API-based solution to update the alert status based on ticket transitions.

• Despite these attempts, the updates are not being processed as expected.

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Questions / Concerns

• Shouldn't this synchronization be more straightforward when using Jira Service Management and Jira Operations together?

• Am I missing a key configuration or setup step that enables proper bidirectional synchronization between tickets and alerts?

• Is there a best-practice guide or recommendation for this type of integration?

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Any guidance or insights would be greatly appreciated. Please let me know if more information is needed.

Best regards,

[Ankita Mehta]

Hi @Mau Jimenez

When alert-to-ticket workflows break, the issue usually lies in how synchronization is set up, not just creation triggers. Here are some things to consider before you begin:

• State mismatch: Alert and issue statuses may not be mapped 1:1 (e.g., “Work in Progress” not updating alert to “Acknowledged”).
• Assignee sync gaps: Assigning a ticket may not reflect in the alert if the relationship isn’t preserved correctly.
• Trigger fragmentation: Using multiple webhooks and rules can lead to missed or conflicting updates.
• One-way automation: Many setups create links but don’t support full lifecycle sync back to the alert source.

If you're aiming for consistent sync between Jira Operations and external alert systems, —especially for status updates, assignee mapping, and ticket transitions, —it helps to use a solution that can manage these exchanges reliably and without constant manual fixes.

You may consider OpsHub, an Atlassian Solutions Partner, that can help you manage all of the above without writing a single line of code. It will keep your alerts and issues aligned so teams aren’t chasing down mismatches or broken automations.

Drop us a line if you have questions or want a demo.

Hope it helps!