What is the best practice to integrate JIRA Service management and JIRA Software Cloud products

Question

Hi Experts,

I'm a new Jira Cloud site admin, and I need to learn more about best practices to integrate JIRA Service management and JIRA Software Cloud products.

JIRA Service Management <-> JIRA Software

We are using standard plan for both the product and both product available in one instance.

Cross-Team Collaboration - Service desk users and development teams can collaborate on service requests/incident through integrated communication channels. Comments, updates, and attachments in JIRA Service Management are synchronized with JIRA Software, facilitating effective communication and knowledge sharing.

Please guide me the best practice options.

Thanks

Swopna

Dhiren Notani_Exalate_ · Answer

HI @S Jena ,

Thanks for asking your question here.

I am Dhiren, one of the Solutions Engineers working at Exalate.

I would recommend you to use a fully decentralized and bidirectional solution like Exalate to integrate Jira Software with Service Management instance.

With the Groovy scripting based interface provided by the tool, you can choose what projects, issue types and fields to map and also updates can be synced back from the target within a few seconds!

Do let me know if you have any questions.

Thanks, Dhiren

Ajay _view26_ · Answer

Hi @S Jena

As long as you have the user roles & licenses configured properly in Jira & JSM, its easy to follow the best practices outlined by Atlassian in the documentation

- https://www.atlassian.com/software/jira/service-management/product-guide/tips-and-tricks/jira-service-management-and-jira-software#add-jira-service-management

Cheers

Ajay

Odd_lynice · Answer

Hi @S Jena

There are a few documentation I would like to share with you as a reference you can use as a guide when using Jira Service Management + Jira Software.

Best practices for IT teams using Jira Service Management

Best practices for teams using Jira Service Management

Collaborating with teams in other Jira products

I hope these pages help in maximizing both JSM and JSW.

Theodore