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,