How it works
Ticket replication provides bidirectional synchronization between Ravenna and external systems:Ravenna → External System
- New tickets created in Ravenna can automatically create corresponding tickets in external systems
- Updates to ticket status, priority, assignees, and comments sync to external systems
- Maintains links between Ravenna tickets and their external counterparts
Ravenna ← External System
- Webhooks from external systems automatically update linked Ravenna tickets
- Changes to status, comments, and assignments flow back to Ravenna
- Preserves ticket history and context during synchronization
Prerequisites
Before enabling ticket replication, ensure you have:- Connected a supported integration
- Admin access to your workspace
Configuration
Queue-level settings
Ticket replication is configured per queue in your queue settings. Each queue can have different integration configurations, allowing you to customize how tickets are replicated based on team needs.1
Navigate to queue settings
- Go to Queues in your workspace
- Select the queue you want to configure
- Click the Settings tab
2
Configure ticket replication
- Click Ticket Replication in the left sidebar menu
- You’ll see options for each connected integration
- Configure the replication direction for each integration:
- Ravenna → [Integration]: Replicate new Ravenna tickets to the external system
- [Integration] → Ravenna: Replicate external tickets to Ravenna via webhooks
3
Configure integration preferences (optional)
Some integrations support queue-level configuration for fine-grained control:
- Linear: Configure team, project, and status mapping per queue
- Jira: Configure project and issue type per queue
4
Save your settings
Toggle the desired replication options and settings will be saved automatically
Integration preferences
Queue integration preferences allow you to customize how tickets are created and mapped in external systems on a per-queue basis. This is useful when different teams use different projects or workflows in the external system. Supported preferences by integration:- Linear
- Jira
Team: Select which Linear team should receive tickets from this queueProject (optional): Choose a specific Linear project for this queue’s ticketsStatus Mapping: Map Ravenna status groups (Open, In Progress, Done, Closed) to Linear workflow states (Backlog, Todo, In Progress, Done, Canceled)
- Team separation: Route tickets from different queues to different teams/projects
- Workflow customization: Use different status mappings for different queue types
- Project organization: Keep tickets organized by project in the external system
Status mapping
Status mapping ensures that ticket statuses stay synchronized between Ravenna and external systems. Since different systems use different status workflows, you can map Ravenna status groups to the corresponding statuses in the external system. How it works: Ravenna organizes statuses into four groups:- Open: New tickets that haven’t been started
- In Progress: Tickets actively being worked on
- Done: Completed tickets
- Closed: Archived or resolved tickets
| Ravenna Status | Linear Workflow State |
|---|---|
| Open | Backlog |
| In Progress | In Progress |
| Done | Done |
| Closed | Canceled |
When a ticket’s status changes in Ravenna, the linked ticket in the external system will be updated to the mapped status automatically.
- Enable ticket replication for your integration
- Click Configure next to the integration
- Use the status mapping interface to select the external status for each Ravenna status group
- Save your configuration
Status mapping is currently available for Linear. Jira status mapping is planned for a future release.
Supported integrations
Ticket replication is currently available for:
Linear
Issues, projects, teams, and workflow states with full status mapping support
Jira
Issues, projects, and issue types (status mapping coming soon)
Troubleshooting
Replication not working
Replication not working
Cause: Integration disconnected or queue integration not configuredSolution:
- Check integration connection status in Settings > Integrations
- Verify queue integration is enabled in queue settings > Ticket Replication
- Try disconnecting and reconnecting the integration
Tickets not syncing in both directions
Tickets not syncing in both directions
Cause: Only one replication direction enabledSolution:
- Verify both replication toggles are enabled in queue settings
- Check that the integration has the required permissions for bidirectional sync
Tickets created in wrong project/team
Tickets created in wrong project/team
Cause: Queue preferences not configuredSolution:
- Click Configure next to the integration in queue settings
- Set the correct project, team, or issue type for this queue
- Save the configuration and test with a new ticket
Status not syncing correctly
Status not syncing correctly
Cause: Status mapping not configured or incorrectSolution:
- Open queue integration configuration
- Review status mapping for each Ravenna status group
- Ensure each status group maps to a valid status in the external system
- Test status changes after updating the mapping
Cannot configure integration preferences
Cannot configure integration preferences
Cause: Integration doesn’t support queue-level configurationSolution:
- Check if the integration supports queue preferences (Linear and Jira currently do)
- Ensure you have admin access to configure integrations
- Some integrations may require organization-level configuration instead
Best practices
Start with one direction
Enable Ravenna → External System first to test the integration before enabling bidirectional sync
Configure queue preferences
Set up team, project, and status mappings before enabling replication to ensure tickets go to the right place
Monitor initial sync
Watch the first few replicated tickets to ensure field mapping and status transitions work as expected
Use consistent workflows
Align status workflows between Ravenna and external systems for smoother synchronization
Test status mapping
Change ticket statuses in Ravenna and verify they update correctly in the external system
Document your setup
Keep notes on which queues map to which projects/teams for easier troubleshooting and onboarding