VIVID INSIGHT
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Guide

Notifications and Ticket Parsing

Learn which events and fields the connector sends, how View in Jira links and long messages work, and how groups can reply to Jira issue keys.

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Product
Vivid Connector

Supported notification events

Event

Message contents

Issue created

Actor, issue type, key and summary, assignee, status, priority, project, plus request type and parent when available.

Issue updated

Actor, key and summary, changes to issue type, assignee, status, priority, resolution, and request type, plus the parent and a list of changed fields.

Comment created

Actor, issue details, parent when available, and the comment body.

Comment updated

Actor, issue details, and the current comment body.

Comment deleted

Actor, issue details, and any deleted-comment content supplied by the Jira event.

User names and field values are enriched through the Jira REST API when necessary. Missing display values appear as Unassigned, Unknown, or N/A depending on context.

The final message part includes an inline View in Jira button when the app can determine the Jira site and issue URL.

Formatting and message length

Messages use Telegram-supported HTML formatting. Jira values are escaped before insertion so issue or comment content cannot break the markup.

Telegram limits one message to 4096 characters. Longer content is split at paragraph boundaries first, then at line boundaries, and finally at a hard limit when necessary. Parts are sent in order, and the View in Jira button appears only on the final part.

The current interface uses built-in message layouts. A template editor is not published in the admin UI, and the delivery flow does not apply customer-defined templates. Do not rely on message-template customization in this release.

Delivery reliability

  • An event enters an asynchronous queue, so the Jira trigger does not wait for the complete Telegram delivery cycle.

  • The connector creates a fingerprint for each logical event and channel to prevent duplicate messages when Forge redelivers an event.

  • The delivery flow limits output to 20 messages per minute for each Telegram chat and honors a Telegram 429 response with its retry_after value.

  • Temporary failures use retries after 1, 2, and 4 seconds, or after the delay supplied by Telegram.

  • After retries are exhausted, the result is recorded as Failed or Throttled.

  • Permanent Telegram errors are not retried indefinitely. If Telegram reports that the bot was removed, the channel is deactivated.

What is ticket parsing?

Ticket parsing lets a Telegram group participant mention a Jira key in an ordinary message and receive issue details without first opening Jira.

Example:

Can someone check PLAT-2841?

When the feature is enabled and the issue is available, the bot replies to the original message with the linked key, summary, status, priority, issue type, and assignee.

Enable ticket parsing

  1. Connect the Telegram group or supergroup as a regular channel.

  2. Make sure the channel is Active.

  3. Open Configure and expand Ticket parsing.

  4. Enable Reply with Jira issue details.

  5. If the app reports that the bot cannot read messages, make it an administrator or disable Group Privacy in @BotFather and re-add the bot.

  6. Save the configuration and send a test message containing an existing Jira key.

Ticket parsing is unavailable for Telegram channels and private chats. The setting applies only to groups and supergroups.

Parsing rules

  • A key begins with an uppercase Latin letter, can contain uppercase letters and digits in the project key, and ends with a hyphen and number: for example, ABC-12 or PLAT2-2841.

  • Repeated keys in one message are processed once.

  • The app processes the first three unique keys in one message to prevent excessive replies.

  • Nonexistent or unavailable issues are ignored without an error message.

  • When the channel is restricted to selected projects, the bot replies only for issues in those projects.

  • Event types and Advanced filters control outgoing Jira event notifications; they are not additional ticket-parsing filters.

Bot commands

  • /verify CODE — connects a channel, group, or supergroup using the temporary code displayed in Jira.

  • /help — shows brief setup and Jira-key guidance in a private chat with the bot. It does not produce the help response in groups.

Access to Jira data

Issue lookup runs with the app's granted Jira scopes. The response therefore reflects app access, not the individual Jira permissions of the Telegram message author. Enable ticket parsing only in chats whose participants are allowed to see details from the selected Jira projects.