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Can a Jira Service Issue be updated automatically from another Jira Project

Jana Bolden

Currently, we have end users submitting requests using Jira Service Management Help Desk. Those requests are then triage into issues in Service Management.

If the issue requires assistance from another team the issue is cloned and added to another Jira Project outside of Service Management. When the cloned ticket is updated with notes or closed out-- is there a way to update the original Jira Service management issue with notes and to complete it?

Attached is the current Automation configuration to Clone Issue and Links:

Accepted answers

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Jana Bolden

Screenshot 2023-08-02 at 3.50.53 PM.png

Thibaut Subra _Elements_

Hello @Jana Bolden

Welcome to community!

If you don't mind using a third-party application, your escalation use case is one of the main reasons why we developed the Copy & Sync app.

For instance, instead of creating an Automation rule, you can create a recipe where you set up workflow transitions.

In your case, when the JSM issue transitions from In Progress to Assigned to Product, it creates a copy in the "Client Operational Support" project. These two issues can be synchronized (summary, description, comments, attachments, etc.).

And, of course, you can synchronize the status of your issues so, for instance, when your developers set the status to "Done", then your JSM issue will be set to "Closed".

Capture d’écran 2023-08-03 à 10.32.08.png

There several ways to do this but if you want to give it a try, I'll be glad to help!

Regards

Thibaut

Katarzyna Szumilas_Deviniti_

Hi @Jana Bolden

With 3rd party synchronization apps you can automatically create a copy of an issue from the Service Management project once it changes its status, gets a particular field value, or is assigned to a given user (in fact any condition that can be written in JQL will work).
Such issues will remain synced and can be updated automatically when their data change. For example - the comments, attachments, field values or statuses can be copied over.

It means that both of your teams, even when working on separate Jira instances, can be up to date with issue news, without the need to move between the projects.

I'm part of the team responsible for Issue Sync Pro app, which is free, quick, and easy to set up and maintain. If you would like to give it a try, feel free to test it or book a demo via Calendly.

Best regards and good luck with finding the best solution!
Kasia

Umer Sohail _K15t_

Hi @Jana Bolden, thanks for the question!

This is Umer, PMM for Backbone Issue Sync for Jira. From what I gather, you want to automatically sync the status of your issues in Jira when the corresponding tickets are updated in JSM and keep them in sync on both projects.

For this purpose, you might want to look into a specialized Jira Issue Sync app, like Backbone Issue Sync for Jira.

Using Backbone Issue Sync, not only you can sync the statuses of your Jira issues, but you also don't have to manually copy/clone the JSM tickets to the Jira projects. Once you use Backbone Issue Sync to connect both of your projects, the JSM tickets can be automatically copied and synced to the Jira projects and assigned to other teammates without leaving your own JSM project.

In addition, you can also opt to auto-sync any associated comments, attachments, and custom fields in the JSM tickets. Of course, you get complete control over which JSM tickets to sync with the Jira project.

In case you're interested in discussing your use case, feel free to schedule a free demo or try Backbone for free for the first 30 days!

P.S.
I explained this use case in one of my recent talks as well, in case you want to learn a bit more about how this works!

Happy Collaborating,
Umer Sohail

Jana Bolden

Thank you!

Jana Bolden

Thank you!

Syed Majid Hassan -Exalate-

Hi @Jana Bolden

This is Majid @ Exalate.

This is actually a use case we come across often and you will be surprised as to how much value people have been able to add to this by creating an integration between the two projects. This is very much possible by using an integration app like Exalate, where you can define and control the integration at a very granular level.

Hope it helps.

Thanks

Majid

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