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Create the ticket in one board and automatically create a same ticket in other board

VIDISH

Hi,

I have a request regarding our support process. We provide support to a client who uses their own Jira board, while we have a separate Jira board specifically created for this support. When the client receives a service request, it is added to their Jira board and, based on assignment rules, gets assigned to our team.

As part of our workflow, we currently need to manually recreate the same ticket in our internal Jira board to track work logs and other details.

Is there a feature or solution that allows automatic synchronization between two different Jira boards, so a ticket is created in our board whenever it is assigned to us in the client’s board?

Thanks,
Vidish

Accepted answers

All comments

John Funk

Hi Vidish,

You don't create tickets on a board - you just create tickets. The tickets are associated with a project and issue type (and maybe something like a Request Type and a Component or some custom field). The board's filter then determines which issues show on that board (based on the values of the fields mentioned above).

So, having said that, you probably don't need to create a new issue, just modify the boards' filters so that the same ticket shows up on both boards.

Rilwan Ahmed

Hi @VIDISH ,

There is no inbuilt option to copy jira tickets from one jira to another. You need to look for add-ons in the marketplace https://marketplace.atlassian.com/product/jira

VIDISH

Hi John,

Thanks for your replying. But In Our case both Jira Board are created in two different companies.

E.g. Company A url - comapanyA.atlassian.net/MCROP-1

Company B url - companyB.atlassian.net/MAC-1

VIDISH

Hi @Rilwan Ahmed ,

Thanks for your Answer. Do you know any Add-on which can fix this issue? It will be best if it is not a paid Add-on.

Mohanraj Thangamuthu

Hello, Good day. If two different projects are used in these two boards, then you can create an automation rule to clone/create issue on second project. https://confluence.atlassian.com/automation/move-an-issue-to-another-project-using-automation-1141480642.html#:~:text=Add%20a%20'Clone%20issue'%20action,safely%20delete%20the%20original%20issue.

John Funk

Oh, so they are different Jira instances. In that case there are some apps in the Atlassian Marketplace that can help with that.

https://marketplace.atlassian.com/search?query=connectors&product=jira&hosting=cloud

Rilwan Ahmed

I am not aware of any free add-ons. I found few add-ons which can help you. I have not personally used them any.

Exalate

Issue Sync Integration for Jira

ScriptRunner Connect

ClickUp 2-Way Integration for Jira

Matthias Gaiser _K15t_

Hey Vidish,

thank you for clarifying your use case further that you want to synchronize issues across two Jira instances.

If you want to do this without any apps, you should look into Jira Automation. With Jira Automation, you can setup automation rules which can synchronize basic data. The good side, it's included in Jira. The bad side is that you need to manually configure it and that there's a limit of 100 rule runs in a free Jira environment which you seem to use.
If you want to go that way, you need to add rules which do the following:

Rule A1 on Jira A: When issue is created, send web request to web trigger of rule B1 on Jira B
Rule A2 on Jira A: When issue is created, send web request to web trigger of rule B2 on Jira B
Rule B1 on Jira B: When web trigger is received, create a new issue in Jira B and store the issue key from A in a custom field
Rule B2 on Jira B: When web trigger is received, lookup the fitting issue using the issue key from A and the custom field mentioned above, then update the issue

If you want to have it bidirectionally, you'd also need to add the rules in the reverse action. Note that I don't know of a way how this also works for attachments.

If you don't want to be bothered by all the manual configuration, you need to invest some money into the issue syncing apps on the marketplace. They differ in the way they work, but in the end could all solve at least the basic requirements of synchronizing an issue between instances.
I'm part of the team behind Backbone Issue Sync and happy to help further about our app.

Cheers,
Matthias.

Rilwan Ahmed

Hi @Matthias Gaiser _K15t_ ,

Requirement is from @VIDISH not me.

Matthias Gaiser _K15t_

My bad, @Rilwan Ahmed. You're totally right. I corrected it in my original post now - although the @ mention feature didn't properly work.

Erko Knoll_h0fonr

You may want to consider using ScriptRunner Connect to build a custom integration that does exactly that. Here is a template that keeps 2 Jira Cloud projects in sync (can be across different instances), your request is simpler than 2 way sync, you can start from that template and throw bunch of stuff out to just create a ticket in Jira B when a ticket is created in Jira A.

Dhiren Notani_Exalate_

Hi @VIDISH ,

Thanks for posting your question here!

I am Dhiren from the Exalate team.

Exalate, provides a fully bi-directional synchronization between Jira(Cloud,Server,Data Center) and Jira(Cloud,Server,Data Center) among other ITSM systems that is fully customizable. It is easy to set up and the entire customization can be configured using a no-code interface. It also provides a Groovy based scripting engine for limitless customizability.

You can even integrate between Jira Software, Jira Service Management (Service Desk) and sync issues inside projects back and forth to achieve your integration requirements.

Exalate provides a flexible synchronization engine such that issues are automatically and securely synced - between multiple Jira's - wherever hosted.

Thanks, Dhiren

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