One Autom, Two Systems: Autom Mate-Powered Bidirectional Ticket Automation for JIRA & Xurrent

[semih.memis]

Overview

Autom Mate enables the bidirectional integration of JIRA and Xurrent (4me) using webhook triggers, conditions, and built-in actions. The automation ensures that when a ticket is created in one system, it is automatically created in the other, with safeguards against duplicate loops.

This architecture:

• Uses a single Webhook Trigger to capture events from both JIRA and Xurrent,
• Embeds conditions to distinguish source, handle field mappings, and avoid duplicates,
• Synchronizes priority ↔ impact fields consistently,
• Tags tickets with markers like “Created from JIRA” or “Created from 4me” for loop prevention.

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Trigger Type

• Webhook Trigger
  Initiates workflow on incoming payload.
  • If payload contains webhookEvent → request came from JIRA.
  • If payload contains payload.source = "4me" → request came from Xurrent.

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Available Actions

1. CONDITION – Source Detection

• If triggerParam.webhookEvent exists → JIRA event.
• Else if triggerParam.payload.source == "4me" → Xurrent event.

2. CONDITION – Duplicate Prevention

• If JIRA payload fields.summary contains “Created from 4me” → skip creating in Xurrent.
• If Xurrent payload subject contains “Created from JIRA” → skip creating in JIRA.

3. JIRA → Xurrent Path

• Get Issue (Jira) → fetch fields.priority.name.

• Condition – Priority Mapping

  • If priority.name == "Highest" → set Xurrent impact = Top.
  • Else if priority.name == "Lowest" → set Xurrent impact = Low.
  • Else if priority.name == "High" → set Xurrent impact = High.
  • Else if priority.name == "Medium" → set Xurrent impact = Medium.

• Assign → build subject:

  Summary - <JIRA Summary> - Key - <JIRA Key> Created from JIRA.

• Create Request (Xurrent) → open ticket with mapped impact + subject.

4. Xurrent → JIRA Path

• View Request (Xurrent) → fetch impact + subject.

• Condition – Impact Mapping

  • If impact == "Top" → JIRA priority.id = 1.
  • Else if impact == "High" → JIRA priority.id = 2.
  • Else if impact == "Medium" → JIRA priority.id = 3.
  • Else if impact == "Low" → JIRA priority.id = 4.

• Assign → build summary:

  ID - <Xurrent object_id> - Subject - <Xurrent Subject> Created from 4me.

• Create Issue (JIRA) → open ticket with mapped priority + summary.

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Example Autom Process

Case 1: JIRA Issue Created

1. Webhook receives payload from JIRA (webhookEvent detected).
2. Condition: Check if summary contains “Created from 4me”.

• If yes → stop (already synced).
• If no → continue.

3. Get Issue details (priority, summary, key).
4. Condition: Map priority.name → Xurrent impact.
5. Assign subject with marker “Created from JIRA”.
6. Create Request in Xurrent.

Case 2: Xurrent Request Created

1. Webhook receives payload from Xurrent (payload.source == "4me").
2. Condition: Check if subject contains “Created from JIRA”.

• If yes → stop (already synced).
• If no → continue.

3. View Request details (impact, subject, object_id).
4. Condition: Map impact → JIRA priority.id.
5. Assign summary with marker “Created from 4me”.
6. Create Issue in JIRA.

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Benefits

• Seamless Synchronization: Incidents and issues flow both ways automatically.
• Controlled Mapping: Priority ↔ Impact values are consistently aligned.
• Loop Protection: Markers in summary/subject prevent infinite duplicates.
• Operational Efficiency: Reduces manual work and cross-system delays.

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Integration Guidelines

• Always check duplicate prevention conditions before creating a ticket.
• Keep priority/impact mappings updated to reflect organizational rules.
• Use clear markers (“Created from JIRA”, “Created from 4me”) consistently.
• Test Automs with sample payloads to confirm mapping and loop prevention.

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Have you built a similar cross-platform ticket sync between ITSM and project management tools? Share your use cases in the comments — let’s collaborate and improve together!

Xurrent - Jira Bidirectional Ticket Creation.json (41.6 KB)