Example Use Cases
- Bidirectional synchronization
- Unidirectional synchronization
- Synchronize Jira Server with Jira Cloud
- Synchronize one project with multiple others
- Synchronize a private with a public project
- Synchronize projects behind firewalls
- Synchronize without installing
- Synchronize with changing Jiras
- Migrate Jira projects
- JIRA Service Desk
- Configuring the synchronization user
- Start and stop synchronizations
- Create a synchronization
- Issue Type Mappings
- Field Mappings
- Fields (Default values)
- Workflow Mappings
- Advanced Settings
- Configure email error notifications
- Distributed configuration
- Analyze and fix errors
- Trigger a resync
- Increase the JIRA logging level
Fix common problems
General problem situations
- 411 - Length required
- All fields have English names although Jira is in a different language
- Authentication with an external Jira fails
- Exception: ServiceLocatorImpl has been shut down
- Sync info panel displays wrong synchronization name, and no link to partner project
- Server is not reachable - how to fix it
- Changes are not being synchronized
- Can't change the synchronization user
- Recently created issue types, fields, etc. are not available when editing configuration
Issue specific problem situations
- Admin or project admin permissions are required
- Bad gateway
- Cannot add or remove watcher
- Cannot create new issue without mapped issue type
- Cannot find transition
- Cannot find transition id
- Cannot perform transition
- Component(s) not valid
- Could not resolve value of Project Key
- Fallback user does not exist
- Field not on the Screen
- Incoming Issue Error
- Incompatible message format
- Invalid JQL Filter
- Invalid license
- Invalid regex syntax
- Issue does not exist
- Issues must be assigned
- JIRA is offline
- Missing attachment permissions
- Missing Issue
- Missing issue type mapping
- Missing message
- Missing parent Issue error
- Missing required fields
- No create version permissions
- No project administration permissions
- Option not valid
- Outgoing Issue error
- Outgoing Send Error
- Priority not valid
- Resolution cannot be chosen
- Security level name is not valid
- Sprint does not exist
- Template error
- The requested board cannot be viewed
- User does not exist
- User not assignable
- Version(s) not valid
- Workflow operation not valid
- General problem situations
- Field mapping reference
- REST API
- Synchronization behavior
- Data Encryption
- How does Backbone affect server performance?
- Do you plan to synchronize with other systems?
- Does Backbone communicate via an encrypted channel?
- Can I synchronize an instance from behind an enterprise firewall?
- Can I synchronize an instance without installing Backbone?
- Can I have the same issue keys in both projects?
- Knowledge Base
Mirroring (same-level support)
In this scenario, you synchronize Jira Service Desk projects on the same level (these are normally 1st level support projects).
This scenario is recommended if you want to consolidate the information from two or several Service Desk projects (for example for multiple customers) to get a complete overview in one place.
- Public comments made in one Jira Service Desk instance will be created as public comments in the other.
- Internal comments made in one Jira Service Desk instance will be created as internal comments in the other.
- Issues can be created on all Jira Service Desk systems, and they will be synchronized to the other.
Now, we will configure this scenario as a guide. The two sample projects will be configured on the same Jira system: in most real world scenarios, Backbone will synchronize projects on separate Jira systems, but the configuration is very similar in both cases.
Configure the synchronization user
- Add the synchronization user to the jira-service-desk-users group
- Assign the Service Desk Team role for all synchronized Jira Service Desk projects.
Set up projects
Firstly, set up the two projects that will be synchronized: Project A and Project B both as Jira Service Desk projects.
Establish the connection
Now, we have to establish a connection between Project A and Project B – please refer to the guide to creating a new synchronization for step-by-step instructions.
Configure the synchronization
Now, we'll tell Backbone what data to synchronize, and which Jira Service Desk scenario we want to use.
- On the Issue Synchronization screen, the actions column, click ... > Configure to open up the configuration UI. This brings up the Jira Service Desk scenario selection page. As we are configuring the Mirroring scenario, click Start configuration for the Mirrored option:
- On the Issue Types tab, click the Suggestions button, and use the Simple mappings screen to map all the available issue types in both directions
- The next step is to configure the synchronization of Jira Service Desk customer request types. Start by going to the Fields – Default Values tab. On the Project A column, click the + button to open up the Create Default value screen. In the Field box, select Customer Request Type, uncheck the All Issue Types box, and map the following Issue Types:
- IT Help to the Default value Get IT Help
- Purchase to Default value Purchase request
- Access to Default value Request a new account
- Now, make the same changes on the Project B column
- Go to the Field Mappings tab and click Suggestions, and select the Summary and Description fields for synchronization.
- On the Comments tab, enable comments and select the Enriched mapping option (so that when comments are synced between your 1st level teams, you know exactly who wrote them).
To start the synchronization, click Publish Draft > Start.
Basic configuration is now complete – you can now go further and configure additional Field Mappings.