> For the complete documentation index, see [llms.txt](https://cortex-docs.paloaltonetworks.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://cortex-docs.paloaltonetworks.com/cortex-cloud-runtime-security/cases-and-issues/investigation-and-response/investigate-issues/issue-syncing.md).

# Issue syncing

You can set up integrations in Cortex Cloud that mirror Cortex issues with external applications, such as Atlassian Jira or ServiceNow. When mirroring issues, also referred to as issue syncing, you can make changes in an external application that will be reflected in Cortex Cloud, and vice versa.

If an issue is mirrored with an external application, you have the following options:

* **Link the ticket to the issue:** If an issue is linked to a ticket, the ticket number is displayed in the **Overview** section of the issue card. You see details about the status of the ticket by clicking on the ticket number.
* **Sync changes between the issue and the ticket:** If an issue is synced to a ticket, changes are synchronized in an outbound, inbound, or bi-directional flow.

{% hint style="info" %}

### Note

Multiple tickets can be linked to an issue with outbound syncing. Issues with inbound syncing can be linked to a single ticket only.
{% endhint %}

### Set up an external integration to sync with issues

Before you can sync issues with external applications, you must set up and configure your integration instance.

1. Install the relevant content pack, for example **Atlassian Jira** or **ServiceNow**.
2. Navigate to **Settings** → **Data Sources & Integrations**.
3. Search for the relevant data source, select it, and click **Add Instance**.
4. Enter instance details in the required fields and click **Connect**.

### Manually create a synced ticket

You can manually sync existing issues with external applications.

1. From the **Issues** page, right-click an issue and select **Run Automation** → **Select Automation**.
2. Under **Quick Actions**, select the action you want to configure, such as **Create Jira Ticket** or **Create ServiceNow Ticket**.
3. Define the required ticket parameters.
4. Under **Using**, select the name of the instance to execute the command.
5. Under **Sync Configuration**, configure the following:
   * **Link to issue:** Select this option if you want the issue to be linked to the created ticket. You must check this option if you want to sync the issue with the ticket.
   * **Sync Direction:** Select **Inbound**, **Outbound**, **Bi-directional**, or **None**.
   * Define the inbound or outbound sync profiles.
6. Click **OK**.

After ticket creation, the ticket number is shown in the Issue card. Click on the ticket number to see details about the created ticket and syncing configuration. In addition, the execution is recorded in the **War Room** tab.

### Run a War Room command to create and sync a ticket

You can run the following command in the War Room to create an external ticket and define the syncing configuration:

```programlisting
!jira-create-issue-quick-action summary="<summary>" project_key="<key>" issue_type_name="<type>" 
description="<description>" using="<instance>" mirroring_link_to_object="true" 
mirroring_sync_direction="<syncDirection>" mirroring_outbound_profile_id="<profileID>"
```

{% hint style="info" %}

### Tip

You can find a sync profile ID under **Settings** → **Configurations** → **Object Setup** → **Issues** → **Sync Profiles**. By default the ID field is not displayed in the table. Click the three dot menu and add it to the table layout.
{% endhint %}

### Create an automation rule for syncing issues with external tickets

You can set up automation rules that create external tickets when certain issues occur and define the syncing configuration for transferring data between the issues and tickets.

1. Go to **Investigation & Response** → **Automation** → **Automation Rules**.
2. Click **Add Automation Rule**.
3. Enter a name and description for the rule.
4. Under Rule Conditions, define the WHEN, and IF conditions.
5. Under THEN select the desired automation, such as **Create Jira Ticket**, and define the ticket parameters and sync configuration.
6. Click **Create**.

### View, update, or resolve a ticket

Once you have set up ticket syncing, you can view, update and resolve the issue and external ticket as required. The changes are reflected according to the defined syncing configuration.

1. In the **Overview** section of the issue card, click on the external ticket number.
2. Open the linked ticket by clicking on the external ticket number in the panel.
3. Update the fields as required.
4. Resolve the ticket.

{% hint style="info" %}

### Note

The inbound syncing flow runs every two minutes, and the outbound syncing flow runs every five minutes. In a bi-directional set-up, if the same field is updated in both tickets, the most recently updated value is used.
{% endhint %}

### Edit or disable ticket syncing

You can change the syncing configuration between a ticket and an issue from the issue card.

1. In the **Overview** section of the issue card, click on the external ticket number.
2. Click on the settings icon.
3. Under **Sync Configuration**, change the syncing configuration as required.
4. To disable ticket syncing, set the **Sync Direction** value to **None**, or uncheck **Link to issue** to unlink the tickets.
5. Click **Save**.

### Add playbook tasks to create external tickets

You can add a playbook task that creates external tickets and defines the syncing configuration.

{% hint style="warning" %}

### Prerequisite

You must set up an integration before you can sync issues.
{% endhint %}

1. Open a new or existing playbook and add a new task.
2. Select the **Task Type** and add a task name.
3. Select the following script:
   * `jira-create-issue-quick-action (Jira V3)`
4. Under **Inputs**, add fields for the ticket parameters.
5. Under **Sync Configuration**, configure the following:
   * **Link to issue:** Select this option if you want the issue to be linked to the created ticket.
   * **Sync Direction:** Select **Inbound**, **Outbound**, **Bi-directional**, or **None**.
   * Define the inbound and outbound sync profiles.
6. Save the playbook.

### Limitations of issue mirroring

* Issue syncing requires the latest version of Atlassian Jira (V3) and ServiceNow (V2).
* Issue syncing is currently supported in Atlassian Jira (V3) and ServiceNow (V2) only.
* You can sync up to 50K objects.
* You can create a maximum of 200 sync profiles.
* Cortex Cloud supports up-to 100 Inbound syncs across all synced tickets over a two-minute time period.
* If a connector instance is deleted or disabled, tickets are no longer synced and external ticket information is not available.
* Custom statuses are not supported.
* Currently, a specific set of fields is supported.


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://cortex-docs.paloaltonetworks.com/cortex-cloud-runtime-security/cases-and-issues/investigation-and-response/investigate-issues/issue-syncing.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.