Status mapping with JSM

Wrangle can keep ticket statuses in sync between Wrangle and Jira Service Management (JSM). When a status changes on either side, the corresponding status on the other side updates automatically — as long as a status link has been configured.

Prerequisites

Before you can configure status mapping:

1. Your workspace must have the JSM integration connected (Integrations → JSM).

2. The inbox must be linked to a JSM service desk (Inbox Settings → Integrations → JSM).

3. Status sync must be enabled for the inbox:

Once enabled, a Ticket Statuses section appears beneath the toggle where you can create and manage status links.

How sync works

Wrangle → JSM

When a ticket's status changes in Wrangle, Wrangle checks if there is a status link for the new status. If a link exists, Wrangle uses the JSM transitions API to move the JSM issue to the linked status.

JSM → Wrangle

When a ticket's status changes in JSM, Wrangle looks up whether any status link matches the new JSM status name (case-insensitive). If a match is found, Wrangle updates the ticket status to the linked Wrangle status.

If no link exists for a status change on either side, the change is not synced.

Adding status links

A status link pairs one Wrangle status with one JSM status. When either side changes to a linked status, the other side updates to match.

To add a link:

1. Click Add Status Link.

2. In the modal, select a Wrangle status from the dropdown. All visible Wrangle statuses are available except New.

3. Select a JSM status from the dropdown. The dropdown lists all statuses configured in your JSM project.

4. Click Add Status Link to save.

Each Wrangle status can only be linked to one JSM status.

Wrangle statuses that don't have a link are listed below the status links table as a reminder. Status changes involving unmapped statuses are not synced.

Custom statuses

Status mapping works with both default Wrangle statuses (In Progress, On Hold, Resolved, Closed) and custom statuses you've created for the inbox. Custom statuses appear in the Wrangle status dropdown alongside default statuses.

JSM workflow constraints

JSM uses a workflow system based on transitions — you cannot set a JSM issue to an arbitrary status directly. The transition must be permitted by the JSM project's workflow from the issue's current state.

If Wrangle tries to sync a status change to JSM but no valid transition exists from the current JSM state to the target state, the sync will not complete on the JSM side. The ticket status in Wrangle will still update successfully.

Example: If your JSM workflow only allows issues to go from In Progress → Resolved (skipping On Hold), and you move a Wrangle ticket to On Hold, Wrangle will attempt the transition but JSM will reject it because In Progress → On Hold is not a valid transition in that workflow.

To avoid this, make sure the transitions in your JSM workflow align with the status links you configure in Wrangle.

New status is not available for status links. You cannot link a JSM status to Wrangle's New status, and you cannot reset a JSM-linked ticket's status back to New in Wrangle.

Closed tickets: once a JSM-linked ticket is closed, you cannot change its status in Wrangle.