updates and status changes are shared automatically between them

Question

Hey team
I’m currently working on resolving an issue: whenever I receive a support ticket on my Service Project board, an automated clone of the ticket is created in a specific Jira project for developers. This results in having two tickets for the same issue.
Is there a way to automate the linking between the ISD (support ticket) and the corresponding story for developers on the Jira board, ensuring that all updates and status changes are shared automatically between them?

Katarzyna Szumilas_Deviniti_ · Answer

Hi @Alex Shevchenko

If you are open to using 3rd party apps, there are multiple plugins on Marketplace that can help you to automate the synchronization of support tickets on your Service Project board with corresponding stories on the developers' Jira board:

https://marketplace.atlassian.com/search?query=issue%20sync

The app ensures that real-time updates, comments, attachments and status changes are shared between both tickets. With customizable sync rules, they can reflect your workflow, save time, improve accuracy, and enhance collaboration between support and development teams.

Disclaimer: I'm part of the team responsible for one of those apps - Issue Sync Pro.

Best regards,
Kasia

Clara Belin-Brosseau_Elevatic · Answer

Hello @Alex Shevchenko

If you're seeking for an easy way to synchronize an issue and its clone, you can try our app Elements Copy & Sync that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

You can check our guide here.

The app is for free during 30 days (and it stays free under 10 users).

Kind regards,

Clara

Trudy P Claspill · Answer

Hello @Alex Shevchenko

Welcome to the Atlassian community.

Exactly what updates do you want shared/synchronized between the issues? And is that a two-way synch or one-way synch?

I imagine that your Software project and your Service project issues use different workflows. If so, synchronizing status changes will take more effort to make a map of the equivalent statuses. And if the respective workflows have any restrictions on the status transitions, that makes the synchronization more difficult.

Automation rules can be used to update one issue based on changes to another issue. The two issue need to be linked in some manner, such as generic issue linking, or using a custom field to keep track of the other issue's key.

There are limits to the number of rule executions you can have each month based on your subscription plan. You would want to consider what the limit is for your instance, and whether or not adding such rules could cause you to exceed the limit.

https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/

You might also consider looking at a third party app that provides functionality for keeping issues synchronized. I have not used any of those myself, but several can be found in the Atlassian Marketplace.