JSM tickets searchable across multiple instances

Question

We have Atlassian Guard, JSM and Confluence. We are considering purchasing a separate JSM license for a smaller set of users, however, we want the 2 instances linked so we can reference tickets between them.

Can a ticket from one JSM instances be linked to a ticket from a separate JSM instance and/or are the tickets from separate instances searchable via JQL?

Arkadiusz Wroblewski · Accepted Answer

Hello @Scott McDonald

Native No.

JQL cannot search across both instances simultaneously.

It wouldn't even make sense, loading time and indexing would be madness.

Best,

Arkadiusz 🤠

Trudy Claspill · Accepted Answer

Hello @Scott McDonald

What problem are you trying to solve by having a separate JSM instance? There may be a better way to solve the problem.

You can link Jira issues in in Cloud instance to issues in another Cloud instance. You have to set up an Application Link between the instances.

The users must use the same Atlassian account on both instances.

The integration would respect Jira permissions so users could create links only where they have the required permissions in the source and destination projects. A linked issue would be visible to another user only if that user had the necessary permissions to see that issue in its source instance.

JQL does not natively support searches across instances. But what problem are you trying to solve with that? Maybe Atlassian Analytics would be a better solution.

https://www.atlassian.com/platform/analytics/what-is-atlassian-analytics

https://support.atlassian.com/analytics/resources/

Nicholas Bouchard_18uhax · Accepted Answer

Adding onto what's already been said.

An Application Link can link tickets across multiple instances. It won't sync data, but it will allow you to reference them. Depending on what you're trying to do, that could be a viable option.

As others have said, JQL won't work across instances natively. If you just need visibility on tickets in multiple instances, then Atlassian Analytics might be your best bet, but it's not available with every plan.

Finally, if you need each ticket to stay updated as you work in them rather than just being cross-referenced, JSM can't handle that natively. You'd need a sync app on the Atlassian Marketplace, like Arkadiusz said.

Hope that helps!