Joining two project tickets

Question

Hello everyone,

I am working with some users to build some projects automation.

I have created an automation under the Testing1 Team, that once a certain form is submitted, depending on the answer to one of the questions, if NO it logs 2 issues to the Testing2 Team to action.

The users want to make sure everything is captured within JSM and not with emails going back and forth.

How can I have it setup so that if Testing2 comments on the issue that has been raised by Testing1 to them, the Testing1 team also see it?

I guess linking the issues in a way between two separate projects.

Thanks for your help and support.

Javier Pozuelo -Exalate- · Answer

Hi @Joshua Stokes

By default, linking issues will let you navigate between them. To make sure both teams see each other’s input without relying on email, you would need either project automation rules that copy comments between linked issues, or a connector app that can sync fields and comments across projects. If you’re just working within Jira, automation rules can usually get the job done, though it might take a bit of work. If things get more complex down the line (like syncing across multiple projects or even other platforms), that’s when tools like Exalate come into play.

Joshua Stokes · Answer

Thanks @Utkarsh Agarwal

Have you created something similar before?

If so could you share some info about the setup process?

Utkarsh Agarwal · Answer

Hi @Joshua Stokes

You’re on the right track thinking about linking issues across projects. You can link the issues when your automation creates the Testing2 tickets, so there’s always a clear connection back to the original Testing1 request. From there, another automation can copy comments from Testing2 into the linked Testing1 issue. That way, both teams have visibility of the conversation directly in JSM, without needing to rely on emails. Just double-check permissions so the Testing1 team can view or get notified about updates in Testing2.

Hope this helps!

Kind Regards
Utkarsh