How to synchronize users from Jira Software to Jira Service Desk

Piotr Dzierżęga_609lbx

Hi All,

I just subscribed to Jira Service Desk Cloud and i Would like to connect it to Jira Software (on Prem). I created the application link but unfortunatelly i can't:

a) Link Service Desk Issue with Jira Ticket

b) Can't add "Participants" from Jira Software  to the Jira service Desk Ticket

 

Could you please let me know how i can configure SD to work with Jira software? It could be an link to tutorial (i think i read everything but the tutorials either are out of date because there are different steps or this is not very clear).

(for example this link: https://support.atlassian.com/jira-service-desk-cloud/docs/give-other-jira-users-permission-to-comment-on-service-desk-issues/

I can't see "permissions" under my project settings 

Earl McCutcheon

Hello @Piotr Dzierżęga ,

For the first point, linking cloud to server, you will need to set up an application link between the two systems.  check out the following KB article that gives a walkthrough on the setup, and once configured gives the option to add a remote linked issue to the local issues:

• Link to server products from cloud

However for the second point adding a participant from the remote server is not possible.  As the instances and user base are managed separately, as federated instances, and Jira Cloud cannot connect to the servers user base, and vice versa.

Service desk Automation rules can be used to trigger updates based on an changed on linked issues and would be able to do this, BUT they only work when applied on the same instance, so this would not be possible do so through the applink to an alternate instance, as covered in "When, if, and then statements" section of the automation rule documentation for service desk:

A linked issue is transitioned

An issue linked in the same Jira cloud site transitions through a stage in its workflow.

Something that you could look into for this would be to use some sort of Syncronization add-on app that can copy data between the two systems.  Looking at the marketplace the app "Issue SYNC - Integration for Jira" does note having "Server-Server, Cloud-Server and Cloud-Cloud integration" and looks like it could fit your use case and would be a good recommendation to look into further.

Regards,
Earl