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Creating a bug tracker for multiple external partners

Josh Barnes

I am looking to see if there is a way to create an all in one tracker within JIRA. Currently we partner with multiple other companies. We have our JIRA instance that we track bugs in but then go to each individual partners JIRA instance and basically copy and paste their bugs into our tracker and sync them that way. This is very time consuming and also opens up the opportunity of missing something.

I wanted to see about a way of setting up one instance when our external partners can access this instance of JIRA and log their issues. The thing is we need it so that they only see their issues and none of the other external partners issues.

Please help

Accepted answers

Trudy P Claspill

Hello @Josh Barnes

Welcome to the community.

JIRA Service Management would enable you to have a single JIRA project in a single JIRA instance that you could allow external individuals to access. It can be set up so that the external individuals are grouped into organizations and can see the issue created only by members of their organization.

JIRA Service Management is licensed per "agent" - those are the users in your organization who can access the project and manipulate the issues. You can have an unlimited number of external individuals ("customers"). Users in your organization that have access to your JIRA Software product do not automatically get access to your JIRA Service Management project as "agents". Only "agents" and "customers" can interact with the project.

https://www.atlassian.com/software/jira/service-management/pricing

The workflow is organized around providing "service", though, like a help desk. It isn't really set up for tracking software bugs. However, you could create bugs in your JIRA Software project that link to the JIRA Service issues. Your external customers would not be able to see the bugs in your JIRA Software project.

All comments

Trudy P Claspill

Hello @Josh Barnes

Welcome to the community.

https://www.atlassian.com/software/jira/service-management/pricing

Josh Barnes

Thank you for the information about this! So may I ask you one more question about how I can go about setting up the different external partners as organizations and allowing them into a single project as well as only allowing them to see items added by members or their organization.

Trudy P Claspill

In the Service Management project there is a resource called Organizations. You set up an Organization for each vendor. You add the users from that vendor to that Organization.

You could set up an Automation Rule that would automatically set the Organization field of each ticket to the Organization that the Reporter belongs to. That would allow other members of the same Organization to see the issue.

In the Project Settings you limit Customer Sharing to only members of their same Organization, which would prevent the inadvertent sharing of issues between organizations.

In JIRA Service Management, customers can see only the tickets shared with them or with their Organization. That is what prevents them from seeing tickets that belong to others.

Josh Barnes

Hello Trudy,

Thank you for the update is there a way to complete this within the Jira Software instead of trying to move everything to Jira Service Desk?

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