AWS Service Management Connector for JSM bidirectional sync issues

The issue you're facing with the bidirectional sync between AWS Security Hub and Jira Service Management (JSM) using the AWS Service Management Connector for JSM is not uncommon. Here are a few things you can try to troubleshoot the problem:

1. Verify Permissions and Configurations:

   • Ensure that the IAM role associated with the AWS Service Management Connector for JSM has the necessary permissions to perform the required actions in both AWS Security Hub and JSM.
   • Double-check the configurations, such as the JSM site URL, API token, and project mapping, to ensure they are set up correctly.

2. Check the Connector Logs:

   • Review the logs for the AWS Service Management Connector for JSM to identify any errors or issues that may be preventing the bidirectional sync.
   • You can access the logs by navigating to the AWS Service Management Connector for JSM in the AWS Management Console and checking the "Logs" tab.

3. Verify the Synchronization Settings:

   • Ensure that the "Synchronization" setting in the AWS Service Management Connector for JSM is set to "Bidirectional".
   • Check if there are any additional synchronization settings or filters that may be causing the issue.

4. Test the Sync Manually:

   • Try manually updating an existing finding in AWS Security Hub and then check if the changes are reflected in the corresponding JSM issue.
   • Conversely, update an existing JSM issue and verify if the changes are reflected in the corresponding AWS Security Hub finding.
   • This can help you identify if the issue is specific to the automatic sync or if there are problems with the manual sync as well.

5. Check the JSM Issue Types and Fields:

   • Ensure that the issue types and fields in JSM are configured correctly to match the AWS Security Hub findings.
   • Verify that the mapping between the AWS Security Hub findings and the JSM issues is correct.

6. Temporarily Disable and Re-enable the Connector:

   • Try disabling the AWS Service Management Connector for JSM, waiting a few minutes, and then re-enabling it.
   • This can sometimes resolve issues with the connector's synchronization process.

7. Engage with AWS Support:

   • If you continue to face the issue, consider reaching out to AWS Support for further assistance.
   • They may be able to provide more specific guidance or escalate the issue to the appropriate engineering teams.

By following these troubleshooting steps, you should be able to identify the root cause of the bidirectional sync issue between AWS Security Hub and Jira Service Management. If the problem persists, engaging with AWS Support may be the best way to get a resolution.