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Maintaining Ticket Volume accuracy between Jira and JSM Projects?

Tommy Augustine_u4x60v

Hi Everyone,

Our IT teams use Jira Service Management for help desk ticket intake and JIRA service projects to manage backlog issues related to those tickets. Right now, we move JSD tickets to JIRA projects, but that skews our total service desk volume... do you have any experience synching issues in JSD and Jira projects? Any solutions you might know of that will allow us to maintain accurate visibility of the volume of tickets while also facilitating work breakdown?

Accepted answers

Jack Brickey

Hi @Tommy Augustine ,

my suggestion, and common best practice, is to not move JSM issues into other projects. Rather, use create linked issue in order to create a linked issue to your JSM issue. This allows you to maintain contact with the customer as well as keep your statistics accurate. You can use automation as a means of keeping the two issues in sync as desired. There are a number of posts within the community discussing this in greater detail so you may wish to do a bit of searching and reading up on those.

All comments

Jack Brickey

Hi @Tommy Augustine ,

Diana_Architect_ZigiWave

@Tommy Augustine, how did you connect the two systems? If you're open to using an external tool, check out ZigiOps. It's a no-code platform, that will integrate the two and help you transfer/sync the data you want - issues & projects in your case. Feel free to check it out and if you think you want to see it in action - you can always book a demo.

Regards, Diana (ZigiWave)

Saralie S.

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Marlene Kegel - codefortynine

Hi @Tommy Augustine,

I am Marlene from codefortynine.

Maybe this article about escalating tickets with our app Deep Clone for Jira is interesting for you.

Diana_Architect_ZigiWave

@Tommy Augustine Diana from Zigiwave here. There are tools that can help you sync the two Jira instances in no time and transfer the data you want. Such a tool is ZigiOps. It establishes a two-way connection between the two Jiras and keeps the two synced (up-to-date) automatically. No need for manual work. You can check ZigiOps' capabilities and see if it fits your needs.

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