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Integration between internal Jira with external Jira

Wilson Lima_85yh1i

Hi everyone,

Please help with a question. I'm using JSM Clous as ITSM for my external Customers.

Some of them also use JSM internally to manage their internal tickets. Also, because of contract clauses, some of these customers with their own JSM, don't use our JSM to raise their incidents/requests.

So, we have to access their JSM constantly to see if we have some tickets there to work. It is a highly complex situation, manage our JSM and three more costumer's JSM.

Is it possible to make an integration between these Jiras? When they open a ticket for us there, it will replicate automatically to us, and when we close on our side, it will also close on their side.

Thanks,

Wilson

Accepted answers

Benjamin_tmh9yg

HI @Wilson Lima ,

If the JSM projects are all within the same instance, you can use built-in Jira automation to do this. If all the Jira JSM projects are on various instance, you'll likely need to look into marketplace apps to integrate across multiple instances.

Jira Automation would be best if that is your scenario. Essentially, you just need to create two rules. One to create a another ticket and another to close the ticket when you are done on your side.

Hope this helps.

Matthias Gaiser _K15t_

Hey @Wilson Lima

the use case you describe is exactly why issue sync apps have been developed.

You can try to achieve some synchronization with the out of the box Automation, but you need to deal with REST APIs or apply automations in both(all) Jira environments. I still don't know of a way how you can use Automation to synchronize attachments.

Issue sync apps work in the way that you configure a set of rules how you want to synchronize your issues:

Which projects should be synchronized with each other?
Which issues from this project should be synchronized? All of them? Or only a subset?
Which (custom) fields would you like to synchronize?
How do you want to react on status updates?

I'm part of the team behind Backbone Issue Sync. Feel free to reach out in case we can help you with your scenario.
Our remote license might be of interest for you where your customers don't need to install an app in their systems.

Cheers,
Matthias.

All comments

Benjamin_tmh9yg

HI @Wilson Lima ,

Jira Automation would be best if that is your scenario. Essentially, you just need to create two rules. One to create a another ticket and another to close the ticket when you are done on your side.

Hope this helps.

Layssa Souza

Hi @Wilson Lima

Yes, it is possible to integrate JIRA instances.

The best way without generating costs would be to use JIRA's own Automation.

Is the volume of calls too high? Well, if this is the scenario, it might be interesting to evaluate a plugin dedicated to this integration.

Additionally, do you need to create the ticket in your instance and does all interaction need to go to the other JSM? Or would only creation be considered?

Best regards.

Matthias Gaiser _K15t_

Hey @Wilson Lima

the use case you describe is exactly why issue sync apps have been developed.

Issue sync apps work in the way that you configure a set of rules how you want to synchronize your issues:

Which projects should be synchronized with each other?
Which issues from this project should be synchronized? All of them? Or only a subset?
Which (custom) fields would you like to synchronize?
How do you want to react on status updates?

Cheers,
Matthias.

Wilson Lima_85yh1i

Thanks @Matthias Gaiser _K15t_ .

I will take a look at this solution as you suggested.

Cheers,

Wilson

Wilson Lima_85yh1i

Thanks @Layssa Souza .

The biggest problem isn't properly the number of calls/issues; the problem is, besides our JSM, which has 98% of our customers, the need to access the other four external JSMs of our customers to attend to and register their requests.

As I understood, I implement a third-party solution that has cost to both sides (us and the customer) or try to build an automation that will also be necessary to be created on both sides to open/update/close automatically.

Cheers,

Wilson

Wilson Lima_85yh1i

Thanks @Benjamin .

Dhiren Notani_Exalate_

Hi @Wilson Lima ,

Thanks for posting your question here.

For integrating different Jira instances, I would recommend you to try out a fully decentralized and completely bi-directional issue synchronization solution like Exalate.

You can choose the projects and fields to synchronize and also map fields like statuses to have a smooth collaboration with your customers.

Exalate provides you with a Groovy-based scripting engine which is very powerful and customizable.

There is a 30 day free trial available as well in case you are interested to evaluate the solution.

I am working as a Solutions Engineer with Exalate and happy to help in case you want to discuss your use-case in more detail.

Thanks, Dhiren

Layssa Souza

@Wilson Lima, Exactly that, the ideal path would be Jira plugins or native automation.

Best regards!

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