How to provide for Support Package of problematic items syncs

1) Go to Reporting page

2) Click on Synced Items tab


4) Provide items ids which has some problems with synchronization

5) Click on GENERATE button

This should generate all the logs and data related to provided by you items. Such .zip file you can send out to support for further analyzis.

How to check my instance name?

1) Click Help button from top navigation menu

2) Instance name is displayed in a popup window.

In example below it instance name is: x230d62da

How to specify issues that should be synced

If you want to limit scope of issues that are taken up for synchronization you can use Custom Query feature. For each app in integration, you can provide additional query, according to the app REST API specification and provide custom query which will be appended to the initial fetching data queries which are sent when the integration is run. For example for Jira, you can:

1) Provide custom JQL like labels = sync . This custom JQL query must be valid with the JQL syntax. More you can read here

2) Save integration

3) Here you can see that your custom JQL part was appended to the JQL generated by

[DEBUG] 2021-08-11 09:27:35,747 - [t9a73d948-0-1486578-15] Skipping candidate 1513346397 because it was already synchronized with previous run[INFO ] 2021-08-11 09:27:35,914 - [t9a73d948-0-1486578-15] Prepared Jira jql: project = "STAGMONDAY" AND issuetype IN (10002) AND updated >= '2021/08/11 11:26' AND labels = sync

Important. Please remember that the provided custom jql will be used to search the changes in the app. You need to make sure that the newly created items because of the sync from other app, also can match the provided JQL. Otherwise, after creation, they can be not picked up for a resync when updated.

I can't see my custom field available in Fields list

Jira Cloud

If you are using Jira Cloud, please:

  • go to Custom Fields page

  • find your custom field and click option Associate to Screens

  • on Screens page, please make sure that checkbox is ticked for the project you are integrating

  • click Update button

  • refresh page in app and check again if field appears or not

If you do not see still field on a list, or you are using other app than Jira Cloud, please submit a support ticket We will try to help you.

How to stop migration run?

Migration Run can be stopped on Integration Thread view:

  • navigate to Analysis -> Integration Threads page

  • when integration is running, STOP RUN button should appear

  • click the button to stop run

Run will stop as soon as synchronization of the item currently being processed has finished

How to concatenate two fields values into one?

Sometimes there is a need to combine two or more field into a one field in a synced item. There are difference use cases and reasons for doing these, like lack of creating custom fields in the destination app.

In the example, we will show you how to combine Jira Issue Key and Jira Issue Title(Summary) into a one field, Azure Title. For that you need to:

  • add a mapping for a Predefined Value on the Jira side (in our case Left side) with the Title field on Azure side (right side). Predefined value should be: ${} - ${left.title}

  • because it can be only one way sync, click on a ARROW icon to point it to the right side

  • because we are using ${left.title}, which will be translated to value of Title field, must be somehow aware of what is definition of Title field. For that we are adding another mapping of Jira Title field with Predefined value on Azure side equal to n/a

  • save integration

So from now on, when Jira issue is created, will combine value for title of the new Azure item as ID + TITLE of Jira issue.

How to provide a fixed value for a field?

You can achieve this by filling a Predefined Value field when adding a fields mapping. E.g. we would like to insert fixed value into a Title field. This is how the mapping should look like, before we create it.

Now just click Add button to create a field mapping.

How to not sync private comments?

Filtering of comments which should be picked up for sync can be done on Type Mapping level. This feature is supported only by ServiceNow and Jira Service Desk apps where comments can be private or public. To filter comments you need to:

  • click the Type Mapping for which you want to filter comments

  • click Comments & Attachments tab

  • fill logical condition. If the source of comments (e.g. Jira) is on left hand side of your integration, provide logical condition for left hand side

    • for Jira Service Desk: ${comment.jsdPublic} = true - this will use that logical and compare each comment jsdPublic property to true. So the private comments, which has jsdPublic being false will not pass the condition and will be skipped

    • for ServiceNow: ${comment.isPublic} = true - same as for Jira, it will sync only public comments. Work notes will be skipped

  • save integration

How to sync Jira status with Asana custom field status?

If you are not syncing Jira issue status with Asana section, but Asana custom field, then it requires providing some workaround. Lets say you have created a "Status" field in asana being a dropdown with options corresponding Jira statuses.

After configuring status sync on Status tab like below:

You need to make aware of the definition of Asana custom field (Status). To do that you need:

  • go to Field tab

  • add field mapping for the Status field which will be never used, but will provide awareness that status field exists

    • provide n/a into a predefined value on the other side

    • select Status field from dropdown on Asana side

    • click Add button

  • deselect ON CREATE and ON UPDATE actions by clicking on highlighted buttons. So Status field won't be changed by during field updates. It will still be handled during statuses sync so no worries.

  • save integration

I have problems with creating connection with Jira Server / DataCenter (it is also relevant to GitLab Self-Hosted and other on-premise apps)

if you encounter some errors during creating connection to Jira Server stating

  • the provided host name is unknown


  • there was some sockets timeout

  • the page / document was not found

it may be because your Jira Server / DataCenter is behind firewall.

As explained on Jira Server / Data Center app architecture page, in default is a standalone application hosted by in a SaaS infrastructure. When you install app on our SaaS infrastructure we are creating instance dedicated for you and that instance UI is directly served in your Jira Server / Data Center. All the requests related to integration like creating connection , configuration, fetching issues in that case will be done from our SaaS infrastructure.

Problem comes when your Jira Server is behind firewall. Then because we used the client side to create an instance and server for you UI, when your fill connection data our backend on SaaS infrastructure tries to connect using the url and credentials you provide. If your Jira is behind firewall, then obviously our request is blocked with one of them errors listed above.

How to solve this?

  1. You can open the IP and ports for incoming requests from our SaaS infrastructure. Mainly its about enabling in your firewall incoming requests from the specific IP address under specific port. If you Jira is under https it will be port 443, if under http it will be 80. For finding out IP address that should be enabled talk to us on chat or email

  2. You can use our On-Premise (Self-Hosted) platform version. By doing this you can install it on a your Linux machine somewhere in your company infrastructure where connection to your Jira is within same network policy and no opening firewall is needed. You can read more about the On-Premise Deployment.

  3. Instead of testing with the On-Premise (Self-Hosted) version of the app, you can create a Cloud account of that app and perform tests with it. Experience with will be exactly the same, difference between On-Premise and Cloud is handled by in a background logic. So, e.g. if your destination app is Jira Server behind firewall to be synced with ServiceNow, for trial you can create a free Jira Cloud instance, test that cloud instance with ServiceNow by using our Jira Cloud app, and once you are done and happy with results, you can purchase On-Premise version. That way you can make sure you are satisfied with the product and your IT team do not need to open any firewall rules.

  4. Tell us what apps and what versions (like on premise, Jira 8.5 etc) you want to connect and we will try to spin up testing environment for you. After successful tests you can purchase On-Premise and host it on you linux machine.

We can assist you with the installation process if you choose on-premise deployment. What we will just need is the access to the linux machine on which will be installed or we can organize a zoom session during which we can guide you how to install it yourself.

If you consider 1st option, you may be also interested in reading our Security FAQ and Security and compliance docs.

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