Linking Multiple Jira Service Clouds

Richard Rykowski

Hello Community - 

 

I have a rather unique (or not) situation.  I work with 2 third parties who currently both run their support teams through Jira Service Management.  I have my own instance of Jira Service Management.  Ideally, I would like the ability to integrate with the partner instances.

For example,  let's say that I have a user in my finance team who opens an internal incident with my helpdesk.  The helpdesk, after triage, determines that we need to open an incident in the partner JSM.  This is another ticket.  Now, my support team is stuck doing copy and paste between the two instances, keeping the end user in my organization updated with the partner comments, and keeping the partner updated with my end user comments.  Is there a way to seamlessly connect the two?

Petter Gonçalves

Hello @Richard Rykowski

Thank you for reaching out.

Per your description, I understand that you are looking for a way to automatically sync your issues between multiple sites, so you would not need to copy comments, details, and any other information from one issue to another. Is that correct?

Unfortunately, Jira doesn't have this type of feature. We have a feature request to consider this possibility in the future:

Ability to sync tasks and issues between two instances

Feel free to vote and watch the suggestion to increase its priority and receive notifications about any updates.

For now, you have a few options that can help you achieve something similar:

1. You can connect both issues through application Links. It will not sync issues, however, you will be able to link issues from different sites, making it easier to move between sites.
2. You can use a third-party app to properly sync issues between sites:
   Issue Sync apps 

Let us know if you have any questions.