Sync operations
Syncing reconciles every issue’s hierarchy properties against the current configuration. You need to run a sync after:
- Creating or modifying hierarchy levels
- Changing which issue types belong to a level
- Importing or bulk-updating issues
- After a migration from the Connect app
Running a sync
- Go to the admin page (Apps → Manage your apps → Hierarchies)
- Scroll to the Sync section
- Click Start Sync
The progress bar shows:
- Percentage complete
- Issues processed vs. total
- Elapsed time and estimated time remaining
You can cancel a running sync at any time — already-processed issues keep their updated properties.
Syncs process issues in the background, so you can continue working while it runs. For large instances with thousands of issues, a full sync may take several minutes.
Troubleshooting
Issues not appearing in the tree
- Confirm the issue’s type is included in a level of the selected hierarchy
- Check that the issue has the correct link or parent field set according to the hierarchy configuration
- Run a sync to rebuild relationships
Aggregated values not updating
Aggregated values recalculate automatically when child issues change. If values seem stale:
- Trigger a sync to force a full recalculation
- For custom aggregators, verify the expression syntax is correct
- If the issue persists, contact support
Sync not starting or failing
If the sync button doesn’t respond or the sync fails:
- Try refreshing the admin page and clicking Start Sync again
- If the problem persists, contact support with details about your Jira instance
Support
For issues not covered here, visit our customer service portal to report a bug or request help.