Change a Ticket's Sync Mode
Each linked ticket carries its own switch between Two-way and Read only. Use it to stop Qualytics writing to one ticket without changing anything for the others, and to turn writing back on later.
Permissions
Changing the mode needs the Manager role and the Author team permission on the anomaly's datastore. An Admin can change it regardless of team membership. Without the team permission the button is still shown, so everyone can see which mode a ticket is in, but it cannot be clicked. See the Permissions page for Jira or ServiceNow.
What Each Mode Does
| Mode | Description |
|---|---|
| Two-way | Comments and status notes from Qualytics are posted to the ticket, and its status, title, and comments are read back. |
| Read only | Nothing is written to the ticket. Its status, title, and comments are still read back onto the anomaly. |
What Changes and What Does Not
The switch belongs to one ticket. Other tickets on the same anomaly, and every ticket on every other anomaly, are untouched. To silence the whole integration at once, an administrator switches it to read only instead, which is a different setting.
| What Happens | Description |
|---|---|
| Comments stop reaching the ticket | A comment written on the anomaly is no longer posted there, and later edits and deletions of comments already on the ticket stop being carried across. |
| Status notes stop | Acknowledging or archiving the anomaly no longer writes its status note on that ticket. |
| Transitions stop | With Anomaly status sync on, the ticket is no longer moved to the mapped status. |
| Reading continues | The ticket's status, title, and comments are still read back, and its card keeps refreshing. |
| The ticket still has a vote | With Anomaly status sync on, a read only ticket still counts when Qualytics checks whether every linked ticket agrees before moving the anomaly. |
| Nothing is replayed | Switching back to Two-way does not send what happened while the ticket was read only. Only what comes next reaches it. |
See Read only and two-way sync for how the two settings relate.
Steps
Step 1: Open the anomaly and scroll to the Tickets section.
Step 2: Find the ticket's card. The button at the bottom left names the mode it is in now, Two-way or Read only .
Step 3: Click the button to switch. The change takes effect at once, with no confirmation step, and the button's label and tooltip update to match.
The integration's own setting comes first
The button is only shown while the integration itself is set to two-way sync. When an administrator switches the whole integration to read only, no ticket can be written to and the card hides the button. See Add Jira Connection.