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Assign JSM Ticket to 3rd Party Provider (different JSM Cloud)

Sebastian Schempp

Hi Atlassian Team,

I have following problem which I hope you can help me solving it .

We are using our JSM Tool for our own Customer Support. A ticket will be trigged when a customer send an e-mail to "support@XXX.net".

Use Case:

How can we assign a different JSM Cloud (Site) to this ticket if we cannot solve the customer issue by ourself? Please note the other Instance has a different URL and is not in the same project either. We searching for a link from our JSM to the 3rd party JSM, is there a way to forward tickets to another cloud instance?

Thank you much in advance

BR,

Sebastian

Accepted answers

Marc -Devoteam-

Hi @Sebastian Schempp

Yes via automation or API for example, but you do need to be able to raise issues on that Cloud instance.

And if you want to do this via email, the other Cloud instance must have an email that can be used.

If you want 3rd party user to be able to handle the issue in your Cloud, you need to grant them a license on your CLoud instance

All comments

Marc -Devoteam-

Hi @Sebastian Schempp

Yes via automation or API for example, but you do need to be able to raise issues on that Cloud instance.

And if you want to do this via email, the other Cloud instance must have an email that can be used.

If you want 3rd party user to be able to handle the issue in your Cloud, you need to grant them a license on your CLoud instance

Sebastian Schempp

Hi Marc, thank you for your feedback.

Do you have more info tutorial to your answers that we can set this up in our cloud.

Do you mean establish automation rule to Send Web Request to the other Cloud instance ?

If you want 3rd party user to be able to handle the issue in your Cloud, you need to grant them a license on your CLoud instance -> Do you mean adding a specific technical user, do you have more info for this szenario. The best solution from our side would be, that the 3rd party provider receive a ticket for their internal tracking in their instance and are able to comment in this ticket. 3rd party comments will shown on our ticket in our cloud instance as well.

Option 1: 1 Ticket send to 3rd party Cloud instance. All comments will be shown in the first send ticket in our instance.
Alternative: 1 Ticket where both parties can work in

Do we need any 3rd party apps to allow this information change?

Thank you in advance and BR,

Sebastian

Marc -Devoteam-

Hi @Sebastian Schempp

1st of all do you want to "clone" the issue to the 3rd party instance or do you want them to work woth you in your instance?

If you want to "clone" the issue, then yes you can use automation to sent a web-request to create this issue, you will need to have a user that can access that instance.

And if you want to see comments made on the "cloned" issue an automation should exist on the the 3rd party instance to sent a web-request to update the issue on your side with the comment. Yes an account needs to exist on your instance that allows to do this, as these comments are probably internal, a specific user with agent license is required.

So this can be done without 3rd party instanced, but you will need fields on the issue/work items on both sides that hold the key of the issue/work item in the other instance to use this in the web-requests to identify the right issue/work item.

There also are 3rd party app to achieve this, but then both instances need the app, so there is a cost impact for both.

Sebastian Schempp

Hi @Marc -Devoteam-

I want the clone option because then they can work on their instance set comments and an update will provide comments also on our side.

Do you have a guide how to set this up? What is required for the whole process.

Thank you very much in advance!

BR,

Sebastian

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