Integrating Jira software and Jira Service Desk

Question

We are Currently hosted Jira software and Jira Service Desk on Two different Server. We want to Integrate both these applications. How can we achieve this integration? Is we have to install Jira Software on top of Jira Service Desk? If we install Jira Software on top of Jira Service Desk, How can we migrate Jira software data into this server? Or Can we integrate these two appication by maintaining both the application on two different servers? Please suggest the best method to achive the integration in this case.

Riddhi Shah_wf0v6o · Answer

Hello @Sandesh Shetty ,

I am a part of the team of Exalate (Issue Synchronization tool). Both options of synchronization seem to be possible.

So, the first question to answer is indeed:

1. whether you’d like to keep one single instance or

2. you’d prefer having the two instances at the same time, having issues syncing between them.

There are some important factors to take into account for this decision:
* if you’d like to have 1 instance, would the users of that instance be geographically located close to where it’s hosted? Would the response times be fine with all of the users after consolidation?
* would 1 instance be able to survive the load of so many users accessing it at the same time?
* (as Jan-Peter suggested) - are there any company policies, that would forbid giving the integrated instance access to the other users?
* would paying for 2 smaller Jira Licenses + synchronization add-on be cheaper than for the migration effort and 1 bigger Jira License?

Migration process may be achieved in a number of steps, and could depend on the downtime you can afford - if you can stop Jira for a week, then importing projects one-by-one might be a safe options.

However, synchronization might be a better option. You can install and enable synchronization for issues between your Jira Software and Jira SD. Here you’d need a tool that can bring over all of the custom field values that you use, so I’d recommend Exalate.

If you'd like to find out more on how to set up synchronization for your use case, you can book a demo with me here.

Let me know if there's anything else I could help you with!

Cheers,

Riddhi

JP _AC Bielefeld Leader_ · Answer

Hi Sandesh,

there is no best method, it depends what you want to achieve.

If, eg., security demands a separation of service desk & developement/software functions, then you have to separate both server & you could you an app / addon like Jira Backbone Sync or Excocet to synchronize issues between both servers.

If this is no demand, you can install Jira Software on the service desk server (Application Settings) and then export & import the projects from the software server. BUT THERE IS A CAVEAT:

You must make sure that both server share the same configurations (issue types, schemes, workflows, custom fields, etc.) There are apps supporting you on this task (Project Configurator from Botron).

The first method has the advantage that you can control what data from a possible public facing site is transferred to an internal system. The second one leads to an easier exchange between projects or having boards displaying service desk issues, which might come handy. You also can get an overview of all tasks assigned to an user.

Best

JP