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
- Synchronize with Jira Service Desk
- Synchronize only certain issues
- Configuring the synchronization user
- Synchronizations overview
- Create a synchronization
- Synchronization detail view
- Issue Type Mappings
- Field Mappings
- Fields (Default values)
- Workflow Mappings
- Advanced Settings
- 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
- Custom Field Mapping Error
- 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
- Use the Java API
- Synchronization behavior
- Data Encryption
- Handling Personal Data
- 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?
- Add a 'sync issue' button to the view issue screen
- Configure only changes made by one synchronization partner to be synchronized
- Rename the project key
- Stop synchronizations when Backbone is restarted
- Limit the synchronized issues
- Basic Authentication Change Notice
- Username Deprecation Notice
- Synchronization Message Flow
- Clear the sync info panel
- Change integration user to atlassian account
2nd Level Support (Jira Service Desk <> Jira)
In this scenario, you synchronize your 1st level support's Jira Service Desk system with your 2nd level support's Jira installation:
This allows 2nd level support to help 1st level agents by making comments which are synchronized from their Jira system to the 1st level team's Jira Service Desk.
In this scenario, issues are usually created in the Jira Service Desk – they can be created on the Jira side, but this is unusual and requires different permissions.
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 integrate 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
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 2nd level support scenario, click Start configuration for the Second level support requester option:
- On the Issue Types tab, click New Issue Type Mapping to map issue types.
- In the dialog select First to Second, and click Next. On this screen, you can map one or multiple Service Desk request types to a single Jira issue type. In this example, we have mapped the Purchase, IT Help, Access, and Fault Service Desk request types to the Task Jira issue type.
- On the Fields - Mappings tab, click Suggestions, and tick the Description and Summary field to synchronize them.
- On the Comments tab, enable Comment Synchronization, and select the Enriched mapping option (so that when comments are synced between your 1st and 2nd level teams, you know who wrote them).
To start the synchronization, click Publish Draft > Start.
Now, comments made by your 2nd level support team will appear as internal comments in the 1st level team's Jira Support Desk system.
Basic configuration is now complete – you can now go further and configure additional Field Mappings.