How to integrate Jira software (Cloud) and Jira service management (Cloud)

[S Jena]

Integration steps for Jira software (Cloud) and Jira service management (Cloud)

Please share the steps for JIRA integration.

Thanks

Swopna

[Nic Brough -Adaptavist- · Accepted solution]

Welcome to the Atlassian Community!

First, decide what you mean by "integrate".  

The most likely thing you want to do is "run them on the same site".  That is, someone will log into <yoursite>.atlassian.net/jira and find that the Jira there has Software and Service Management projects available.

But you might be thinking of something else, like two different <yoursite>s - in that case, you're going to need to define what "integrate" means to you.

[S Jena]

@Nic Brough -Adaptavist-  Thanks for your update

Need integration from JIRA Software(Cloud) to JIRA Service Management(cloud)

Both available in same instance - xxxx.atlassian.net/jira/software/ and xxxx.atlassian.net/jira//servicedesk/

We are looking for the integration because if JSM team wants to assign some issue to development team, they will able to assign and vice versa.

Please share the steps for this integration 

[Nic Brough -Adaptavist-]

That is not an "integration", it is "using the same Jira as it is designed".

To assign an issue in a JSM project to someone, just assign it.  There's no integration work needed, Jira has always had an assignee field and permissions for "can assign issue" and "can be assigned an issue".

In JSM projects though, issues can only be assigned to Agents.  That's pretty much the point of Service Management projects - the issue/request should be being handled by an Agent, not someone not in the customer-facing support team.

Agents can ask non-Agents to get involved if they want (developers in your example), but they will not be able to assign the issues to them, developers will only be able to make comments on the issues, ones that are internal and do not go to the customers.  It's the Agent's job to read these and relay them to the customer if the customer would benefit from some or all of the information in the comment.

The expected model here for "customer raises a request that an agent thinks a development team needs to do some work on" is for the agent to use "raise linked issue", choosing to create a new issue in a development project, so that the dev team can handle it according to their process, not as a support request.  When they deal with it, the linked support request/issue can be updated automatically, the agent updated with the result, and then the agent can update the customer.

[S Jena]

Thank you so much @Nic Brough -Adaptavist- 

Your point is really helpful and i have tried the linked issue feature in JIRA Service Management and its working as expected.

[Dirk Ronsmans]

@S Jena ,

Could you elaborate a bit what type of integration you are looking for?

• A process integration on the same instance? 
• Integration between different instances?
• ... something else?

[S Jena]

@Dirk Ronsmans  

Need integration from JIRA Software(Cloud) to JIRA Service Management(cloud)

Both available in same instance - xxxx.atlassian.net/jira/software/ and xxxx.atlassian.net/jira//servicedesk/

We are looking for the integration because if JSM team wants to assign some issue to development team, they will able to assign and vice versa.

Please share the steps for this integration 

[Syed Majid Hassan -Exalate-]

Hi @S Jena

This is Majid @ Exalate. 

I believe it is already pretty clear from the preceding replies that you do not really need an integration, but you can achieve this via Jira itself. But there is a possibility to set up a full-blown sync between a Software and JSM projects, whereby the users on one side need not have any access to the other end (if that is required). This is what we call a local-sync at Exalate and is pretty easy to set up as well. 

Let me know if you have any questions in this regard and would be happy to assist . 

Thanks

Majid