Create a sync profile

Create a sync profile for cases and issues.

Sync profiles provide a blueprint for how information is exchanged between Cortex issues and external applications, by defining field mapping. This ensures that relevant data, such as Status or Description, is accurately transferred and maintains consistency, even if the systems use different terminology.

When you link an issue with an external application (such as Jira), or set up an automation, you can select the sync profile you want to use. Cortex Cloud provides default outbound and inbound sync profiles, or you can create custom sync profiles as described in the following procedure.

How to create a sync profile

1. Go to Settings → Configurations → Object Setup → Sync Profiles.
2. Click New Profile.
3. Type a profile name and description.
4. Under Integration, select the external application with which you want to map fields, such as Jira V3 or ServiceNow V2.
5. Under Sync Direction, select Inbound or Outbound.

   If you select Inbound, you will define field mapping from the external application to Cortex Cloud. If you select Outbound, you will define field mapping from Cortex Cloud to the external application.

   If an issue is using bi-directional syncing, you need to provide both an Inbound and an outbound sync profile.
6. Under Field Mapping, select a field to map and select the corresponding field. For example, Jira: Priority, Cortex: Severity.
7. Define one or more values for each field that you want to map.

   • Blank fields are skipped.
   • You must define exact values.
   • Custom status values are not currently supported.
   • Support is currently limited to a specific set of fields.
8. Click Save.

   In this example, the sync profile specifies Inbound mapping from Jira v3 fields to Cortex fields.

   

   Sync_profile_example.png