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Step 1: Configure an Integration User in Atlassian

Your IT administrator needs to establish a dedicated Atlassian user account for the integration:
  1. Navigate to https://admin.atlassian.com
  2. Create a new user with these specifications:
    • Username: “Ravenna” (this exact name is required)
    • Access Level: Jira Service Management - User (agent role)
    • Profile Picture: Upload the Ravenna logo to clearly identify integration-generated comments

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Step 2: Authenticate Ravenna with JSM

  1. Navigate to the Workspace Settings by clicking on the “Settings” button from your Ravenna Workspace switcher
  1. Select “Connect to JSM” and authenticate using the Ravenna user credentials created in Step 1
  1. You’ll be redirected to Atlassian to approve the connection. Select the app on Atlassian you would like to connect to Ravenna
  2. Review the requested permissions (creating and updating tickets/comments) and select “Accept”
  3. Upon successful authorization, you’ll return to Ravenna with the connection established. You should see a successful connection indicator.

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Step 3: Setup Queue Replication Settings

Once authenticated, you can connect individual Ravenna workspace queues to JSM projects:
  1. Select a queue you would like to sync with JSM
  1. Head over to your queue settings
  1. Select the ‘Ticket Replication’ tab and you should see Jira Service Management (‘JSM’) as an option to replicate tickets to:
  1. If you would like to replicate tickets to JSM from Ravenna, select the ‘Ravenna => JJSM’ option. If you would like events that happen in JSM to be reflected in Ravenna, select the ‘JSM => Ravenna’ option.
  1. To configure how the integration works, select the ‘Configure’ button next to the JSM option. This will allow you to map the Ravenna queue to a specific JSM project and set up any additional options.