Share/Duplicate tickets between licensed of different companies.

Question

Hi team!

I have a question about licenses and if it is possible to share tickets with each other.

In our company, we're working with partners who also have their own Jira Atlassian License. So for example, our Jira Space is called company.atlassian.net and our partner is working in the Jira Space with the URL partner.atlassian.net

My question is about whether it is possible to exchange/duplicate tickets from one license to another.  Or if there is any way to know if they create a ticket in their Jira space that we also get it in our Jira space since we have different licenses.

Thank you in advance!

Nic Brough -Adaptavist- · Accepted Answer

Welcome to the Atlassian Community!

No, but yes (ish).

The licences each organisation has only entitle people to use the Jira that belongs to that organisation.  Think of it this way - I have access to Adaptavist's Jira because they've granted me an account on it.  This does not entitle me to use anyone else's Jira, it's theirs.  When I work with clients, I have to chew up one of their licences while I'm working, I can't use my Adaptavist licence to work on non-Adaptavist systems.

So, no.  If you want to work with issues in someone else's system, you need to use up one of their licences for your account on their system.

But, the yes is that it's fine to share the issues between the systems.  People usually do that with a "sync" of some sort.  They create similar, or identical (barring the users), projects in both of their Jira systems and then create (usually via an app like Backbone, Exalate or Watchtower) a link between the two that means any change on one end is reflected on the other.

Matthias Gaiser _K15t_ · Accepted Answer

Hi @[deleted]

also a warm welcome from my side.

as Nic elaborated in his "yes" part, what you described is the standard use case of an issue sync app. With these apps, you can define which issues you'd like to synchronize as well as what fields, attachments, workflow you'd like to sync.

I'm part of the team behind Backbone Issue Sync. So happy to elaborate more on the specifics of our app if you want. You can also reach out to support.k15t.com to discuss your use case in more detail.

In addition, if you're searching for another way to solve your use case, you could check out Jira Automation. There you can configure with different rules when and what you want to exchange. IMHO, that's too cumbersome if you actually want to keep two tickets in sync - but that's what you have to judge yourself.

Cheers,
Matthias.

Diana_Architect_ZigiWave · Accepted Answer

@[deleted], hello and welcome. Nic is right. If you want to sync the issues between the Jira instances you use - it is possible. As already mentioned, there are tools that can help you with that. Such a tool is ZigiOps. It's a no-code integration platform that will help you connect the two Jiras bi-directionally and transfer/sync various data (incidents, tasks, bugs, stories, status, progress, issues, etc.). It's customizable so you can tweak it to fit your current use case. Feel free to take a look at it and if you think it might be useful, you can book a demo to see how it works.

Regards, Diana (ZigiWave team)

Dhiren Notani_Exalate_ · Accepted Answer

Hi @[deleted],

This is Dhiren from Exalate.

Exalate, provides a fully bi-directional synchronization between Jira(Cloud,Server,Data Center) and Jira(Cloud,Server,Data Center) among other ITSM systems that is fully customizable. It is easy to set up and the entire customization can be configured using a no-code interface. It also provides a Groovy based scripting engine for limitless customizability.

You can even integrate between Jira Software, Jira Service Management (Service Desk) and sync issues inside projects back and forth to achieve your integration requirements.

Exalate provides a flexible synchronization engine such that issues are automatically and securely synced - between multiple Jira's - wherever hosted. Benefit from a unified view and integrated workflow!

Use cases supported:

* Service Desk to Service Desk
* Service Desk to Software
* Agile Board Cooperation
* Ticket Tunnels
* Information Consolidation
* Centralized Master Instance
* Migration
* Support and development

If you would like to see a customized demo of the product in action, feel free to book a slot with us.

Thanks
Dhiren