Ravenna seamlessly integrates with Jira Service Management (JSM) to bridge the gap between teams using different platforms for request management. This integration enables bi-directional synchronization between Ravenna workspaces and JSM Service Desks, ensuring consistent ticket tracking regardless of where your team members prefer to work.

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Key Features

With the Ravenna-JSM integration enabled, you can:
  • Automatic Ticket Creation: Tickets initiated in Ravenna automatically generate corresponding issues in JSM
  • Real-time Synchronization: Changes to ticket details (title, description, comments) instantly reflect across both platforms
  • Unified Communication: Comments and updates flow seamlessly between Ravenna and JSM, maintaining conversation context

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Creating Synchronized Tickets

When you create a ticket in a linked Ravenna workspace:
  • A corresponding JSM issue is automatically generated
  • The ticket displays a direct link to the JSM issue

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Managing Updates

The integration maintains consistency by:
  • Synchronizing status changes in title, description, due-dates, and priority between platforms
  • Mirroring comment threads in real-time
  • Maintaining assignee information where applicable

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Best Practices

  • Consistent Naming: Use clear, descriptive titles that work well in both systems
  • Comment Clarity: Remember that comments appear in both platforms - avoid platform-specific references
  • Permission Alignment: Ensure team members have appropriate access in both Ravenna and JSM
  • Regular Monitoring: Periodically verify the integration is functioning correctly by checking recent ticket synchronization

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Troubleshooting

If synchronization issues occur:
  1. Verify the Ravenna user still has active JSM permissions
  2. Check that the workspace-to-project mappings are correctly configured
  3. Ensure network connectivity between Ravenna and your Atlassian instance
  4. Review integration logs for specific error messages
For additional support, contact your Ravenna administrator or consult our support documentation.
Last updated: July 22nd, 2025