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Ticket replication keeps Ravenna tickets and Jira issues synchronized with bidirectional updates. When you enable replication for a channel, tickets and their updates automatically sync between platforms.

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How ticket replication works

Ticket replication synchronizes:
  • Ticket creation - New tickets in either system create linked tickets in the other
  • Comments - Comments sync bidirectionally between platforms
  • Status changes - Status updates in one system reflect in the other based on your mappings
  • Ticket details - Descriptions, priorities, and other fields sync automatically
Ticket replication is configured per channel, allowing different sync behaviors for different teams or workflows.

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Setup

1

Connect Jira integration

Install and configure the Jira integration in Settings > Integrations.
Follow the Jira setup guide to connect your Jira instance
2

Configure status mapping

Map Ravenna ticket statuses to Jira workflow states in the integration settings.Status mappings apply across all channels and ensure status changes sync correctly between platforms.
3

Enable replication for channel

Navigate to the channel where you want to enable replication:
  1. Open Channel Settings
  2. Go to Ticket Replication
  3. Enable replication for Jira
  4. Click Configure to set channel-specific preferences
4

Configure channel preferences

Set channel-specific replication preferences:
  • Jira project - Select which Jira project to sync with
  • Issue type - Choose the Jira issue type for replicated tickets
  • Replication direction - Choose bidirectional or one-way sync
5

Test replication

Create a test ticket in the channel to verify replication works correctly.

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Replication directions

Configure how tickets sync between systems: Ravenna → Jira
  • Tickets created in Ravenna automatically create Jira issues
  • Updates in Ravenna push to Jira
  • Useful for support teams creating issues for engineering teams
Jira → Ravenna
  • Issues created in Jira automatically create Ravenna tickets
  • Updates in Jira push to Ravenna
  • Useful for tracking engineering work in your support system
Bidirectional
  • Changes in either system sync to the other
  • Full two-way synchronization
  • Best for teams collaborating across both platforms

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Status mapping

Status mapping ensures ticket states sync correctly between Ravenna and Jira:
  1. Configure mappings in Jira Integration Settings
  2. Map each Ravenna status to a corresponding Jira status
  3. Mappings apply to all channels using ticket replication
  4. When a status changes in one system, the mapped status updates in the other
Jira supports different workflows for different projects. Ensure your mapped statuses exist in your Jira project’s workflow.

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Custom fields synchronization

Custom fields from Ravenna tickets automatically sync to Jira as formatted comments on the linked issue. This ensures your custom field data is visible in Jira without requiring native Jira custom field configuration. How it works:
  • When a ticket with custom fields is replicated to Jira, a comment is created with a formatted table showing all custom field values
  • When custom fields are updated in Ravenna, the comment in Jira is automatically updated
  • The comment displays as a markdown table with field names and values
Supported custom field types:
  • Text and text area fields
  • Select and multi-select fields
  • Boolean (checkbox) fields
  • Number fields
  • Date fields
  • User select and user multi-select fields
  • User group fields
  • Tag fields
  • Status fields
Example comment in Jira: 
## Custom Fields

| Field | Value |
|-------|-------|
| **Department** | Engineering |
| **Priority Level** | High |
| **Approved** | ✓ Yes |
Custom field synchronization is one-way (Ravenna → Jira). Changes to the comment in Jira do not sync back to Ravenna.

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Per-channel configuration

Each channel can have different replication settings: Engineering channel example:
  • Replicates to Jira Software project “ENG”
  • Uses “Bug” issue type
  • Bidirectional sync enabled
Product channel example:
  • Replicates to Jira Work Management project “PROD”
  • Uses “Task” issue type
  • One-way sync (Ravenna → Jira only)
This flexibility allows different teams to use replication in ways that match their workflow.

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What syncs

Automatically synced:
  • Ticket/issue creation
  • Comments and replies
  • Status changes (based on your mappings)
  • Ticket descriptions
  • Custom fields (synced as formatted comments)
  • Assignee (when users exist in both systems)
Not synced:
  • Attachments
  • Ticket history and audit logs
  • Internal notes in Ravenna

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Troubleshooting

Tickets not syncing:
  • Verify the integration is connected in Settings > Integrations
  • Check that replication is enabled for the channel
  • Confirm the Jira project and issue type are correctly configured
  • Ensure status mappings are set up
Status changes not syncing:
  • Verify status mappings exist for both directions
  • Check that the mapped status exists in your Jira workflow
  • Confirm the issue type supports the status transition
Comments not appearing:
  • Comments sync with a short delay (typically a few seconds)
  • Check that the Jira issue is linked to the Ravenna ticket
  • Verify webhook configuration in Jira settings
Need help? Contact support or visit the Jira setup guide for integration configuration

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Best practices

  • Map statuses before enabling replication - Set up status mappings first to avoid sync issues
  • Test with one channel - Enable replication for a single channel first to verify configuration
  • Document your mappings - Keep track of which channels sync to which Jira projects
  • Use consistent issue types - Stick to one or two issue types per channel for simplicity
  • Monitor initial sync - Watch the first few tickets to ensure replication works as expected