We use both The Jira PROJECT and SERVICE DESK. One of my customers is looking for a way to export the info that may be in a service desk ticket and share that into a Jira Project, all without canceling the service desk ticket
Hello @pjackson ! Welcome to the Atlassian Community!
Have you thought about linking the JSM issue to a Jira issue in another project? Guidance here: https://support.atlassian.com/jira-service-management-cloud/docs/best-practices-for-collaborating-with-other-jira-products/
I am not sure if this is the best approach, but these two apps are used to sync information between two Jira issues. You could set up syncing between the Jira Service Management issues (tickets) and Jira Software issues.
Give these a try:
Hi @pjacksonAs Aron mentioned above, there are a few integration applications available on Marketplace that allow sharing information between Jira Software and Service Desk projects.Sync applications not only copy the data from one place to another but also automatically create tickets and keeps their fields, comments, and attachments in sync also when their values change. I see you are on Jira Cloud thus you might be interested in a free and brand new tool developed by my team - Issue Sync for Jira Lite. If so, feel free to check the app or book a free demo session via Calendly.Cheers,Kasia
Thanks for the mention @Aron Gombas _Midori_
@pjackson Elements Copy & Sync recipes allow you to configure what you want to copy from your support request (including Forms, comments and attachments), and where and what you want to create in a Jira Software project (what issue type, which project).
You can customize if and how you want the issues to be synchronized, including if it's one way from the portal request to the Jira software issue, or if some things, say comments or attachments, are bi-directional.
To see how the app configuration works check out this tutorial on how to copy and synchronize fields.
Hi @pjackson
A very warm welcome to the community!
There are quite a few options out there in order to sync ServiceNow with any version/flavor of Jira:
I work for team Exalate. Please feel free to ask any questions if you need further guidance.
Hope it helps.
Thanks
Majid
Hi @pjacksonthanks for the question.And thanks @Aron Gombas _Midori_ for mentioning Backbone as one of your recommendations!
This is Umer, PMM for Backbone Issue Sync for Jira. From what I gather, you want to automatically export/copy tickets from JSM to Jira project and keep them synced on both projects.For this purpose, you might want to look for a specialized Jira Issue Sync app, like Backbone Issue Sync for Jira. Using Backbone, you can sync Jira issues and their corresponding data between two projects without leaving your own Jira project. You can automatically copy JSM tickets to Jira project (and vice versa), along with comments, attachments, and custom fields. And you get complete control over which JSM tickets to sync with a particular project. In case you're interested in discussing your particular use case, feel free to schedule a free demo or try Backbone for free for the first 30 days! Best, Umer Sohail
@pjackson hi & welcome. just to add to the options already mentioned - check out ZigiOps. It's a fully no-code solution that can integrate the two Jira instances, sync their data and allow you to migrate/transfer only the information you want. Nono of your data is stored, and no imitations to the data you want to transfer between the two Jiras.
Feel free to explore it and have a quick chat with our tech team just to see how ZigiOps enables this migration.
BR, Diana (ZigiWave team)
There are multiple tools that can help in setting up bi-directional sync of comments/attachments between Jira and Jira Service Desk. However, selecting the right tool is difficult, as most tools look the same from an outer perspective.
To select the right integration approach and tool, you should first define your integration requirements and selection criteria. From my experience, the following are the key considerations to keep in mind as part of the selection criteria:
1) Support for JSM-specific comment types and embedded images: Understand whether the tool supports public comments (shared with customers), private(internal) comments on JSM and embedded images. Many tools don’t provide support for inline/embedded images.
2) Conflict Detection and Resolution Mechanism: When the same data is edited in both endpoints being synchronized simultaneously, careful detection and resolution are needed to ensure both endpoints have consistent data and Master System data is not overwritten unknowingly. Check whether the tool supports the Conflict Detection and Resolution Mechanism to achieve eventual data consistency.
3) Avoid plugin-based sync, as they tend to slow down Jira: Plugins are typically based on webhooks. Poor reliability and error recovery, and impact on user response times as webhooks may slowdown end systems when bulk updates are performed. Keep this in mind during the evaluation of the Integration solution.
4) Skills Required: Some tools are a collection of unsupported beta versions of scripts, requiring a high degree of sophistication. These can be extremely time-consuming, error-prone, and can hinder operations. As part of the evaluation, analyze what part of integration may require script and involvement from your side.
OpsHub Integration Manager, an Atlassian partner, can help you set up bi-directional sync of comments and attachments between Jira and JSM, with reliable and predictable synchronization outcomes. It supports the integration of the entities, Epics, Bugs, Stories, Tasks, Subtasks, etc. on Jira and Changes, Incidents, New features, Problems, Service requests, etc., on JSM.
Feel free to reach out to OpsHub’s Integration Experts for more details.
Thanks,
Brad
A bit late, but thank you all for the help!
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