Understanding messages

Every change that needs to be synchronized to Jira is recorded as a message in the Jira Message Queue, together with the resulting JSON payload, its processing status, and a detailed log. The queue can be opened directly, from Jira Setup, or from a Customer or Contact's View Messages action.

Message status

Status	Meaning
Pending	Waiting to be processed
Processing	Currently being sent to Jira
Completed	Synchronized successfully
Completed with Warnings	Synchronized, but with a warning worth reviewing (shown in Status Details)
Failed	Synchronization failed after all retry attempts were used
Retry	Failed, but will be attempted again at the Next Retry Time
Cancelled	Removed from processing, for example after synchronization was disabled while messages were still pending

Status Details holds the error message for a failed or warned attempt. Select View Detail Logs - or check the Message Log Details FactBox - for the full chronological log of a message, including status changes and processing notes.

Operation type

Operation	Meaning
Create	Creates a new entity in Jira
Update	Updates an existing entity in Jira
Delete	Removes the entity from Jira
Manual Sync	Triggered by the Manual Sync action on a Customer or Contact
Follow-Up Action	A dependent action queued after another message completed, for example assigning a newly created organization to a space

A follow-up message only becomes eligible for processing once its parent message has reached Completed or Completed with Warnings.

Manual processing actions

The Manual Processing action group on the message queue supports handling messages without waiting for the job queue:

• Send Selected Message - sends the selected message immediately; only available for messages in Pending, Retry or Failed status.
• Delete Selected Message - removes the message from the queue; if the message has related follow-up messages, they are deleted together with it after confirmation.
• Reset Stuck Messages - resets messages that have been stuck in Processing for more than 5 minutes back to Pending, for example after an unexpected interruption.
• Reset Failed/Cancelled Message - resets a Failed, Retry or Cancelled message back to Pending so it is picked up again; not available for Completed messages.
• Show JSON Payload - displays the exact payload that was, or will be, sent to Jira for the selected message.

Message status on Customer and Contact

The Jira Sync Status field on the Customer and Contact card mirrors the status of the latest message for that record and can be selected to jump directly to it - see What to see and do on Customer and Contact.