Skip to main content
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.

​
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.

​
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.

​
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

​
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.

​
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.

​
What syncs

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

​
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

​
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