Moving tickets from JSM to JIRA

Steven Lees-Smith

Hi there,

I am typing this question from the perspective of us about to move to JSM but already having our RnD team in Jira for development.

Currently in our ITSM solution I built a process that when a button is pressed a ticket in Cherwell there is a ticket created via API in Jira, it takes all the details, comments, customer info over to Jira, creates an incident there and then feeds the link back to Cherwell so the customer can just see the Cherwell ticket and the link to Jira and open that there.

We are replacing the on prem Cherwell with cloud JSM and would still need to move tickets from JSM if there are entered there but ultimately should end up in Jira for RnD to action.

Is someone able to outline what the normal / accepted process is for the support agents to get something from JSM to Jira.

Many thanks.

Jack Brickey

Hi @Steven Lees-Smith , so if I understand you correctly it seems that your current process is to move a JSM issue over to a JSW project if it requires development. Is that correct?

Assuming the above is correct, I would highly recommend a different process. This is fairly common usage throughout the community so not just my idea. In short, you shouldn't move a JSM ticket to a JSW project. Rather you should use the Create linked issue (Cloud only I think) to create a linked issue in JSW to your JSM issue. In this way you don't sever the connection with the customer.

In my use case I use Components to define the JSW projects. I use a unique status "Development" coupled with automation to automatically create the linked issue in the appropriate JSW project. I further used automation to update the JSM issue when the JSW issue is updated.

If I am off track here with your question please accept my apologies.