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Jira service desk integration with jira software

Krithica Gowri Shankar

Hi,

I have 2 separate jira instances. 1 is service desk and the other is jira software.

I want to integrate these 2 instances. What are all the possible methods available to integrate service desk to software like built in plugins, api's ?

Kindly let me know the possible methods.

Thanks,

Krithica

Accepted answers

Nic Brough -Adaptavist-

Simple answer - use the REST APIs on both servers.

A better answer might be to use one of the Synchronisation add-ons (Backbone, Exalate etc) to duplicate projects between the two servers.

But I'd start with the easy question - why not merge them? (There's good reasons why not, which are all fine, but I have to ask, because you get much better integration if you have a single service)

All comments

Nic Brough -Adaptavist-

Simple answer - use the REST APIs on both servers.

A better answer might be to use one of the Synchronisation add-ons (Backbone, Exalate etc) to duplicate projects between the two servers.

But I'd start with the easy question - why not merge them? (There's good reasons why not, which are all fine, but I have to ask, because you get much better integration if you have a single service)

francis

Nic question is pertinent. Having one single system is way easier (in all dimensions) then multiple systems

Still - whenever you're on a single system - you might want to orchestrate tickets and issues such that for instance comments added to a software project based issue is automatically added to the ticket and the way around.

Or whenever the status changes on the ticket (such as 'resolved by customer') the issue is closed as 'non relevant'

This type of automation reduces friction in your setup. Addons (like ours - Exalate) allow you to implement this type of use cases - whatever your system layout is - single instance hosting both Jira Software and Jira Service desk, or two distinct instances.

Let us know if you would like to continue the discussion.

Francis

Krithica Gowri Shankar

Need to have different instances for different users.

Krithica Gowri Shankar

Also can you let me know if we integrate with any of these methods what will be the data flow between the 2 instances?

What all data will be in Sync?

Thanks,

Krithica

Krithica Gowri Shankar

Hi Francis,

Thank You. We need 5 distinct instances for integration. 1 service desk instance integrated with 4 different jira software instance to support different business units.

Can you please let me know how the data model will be between the instances ?

And how workflow status are mapped when a change happens in service desk how it will be reflected in the integrated jira instance and how to to configure it?

Thanks,

Krithica

Nic Brough -Adaptavist-

That depends on what code you write to do the sync, and/or what you set up in the add-ons you choose to use to do the sync.

francis

There are 5 JIRA instances, 1 Service Desk and 4 Software

Based on some criteria, tickets generated on the service desk need to be exalated to one of the 4 software instances.

* Workflow needs to be orchestrated such that transitions on either end are reflected on the other end

* I reckon that other fields such as comments, attachments, custom fields ... needs to be exchanged

Exalate provides different approaches to a solution depending on the criteria to select the target instance.

For instance - you might have a select list which allow to identify the target instance. A JQL based trigger will then exalate the issue to the other instance resulting in a twin issue. These issues are from that moment kept in sync according to a set of synchronisation rules.

If you would like to see it in action, feel free to book a meeting on
https://exalate-demo.youcanbook.me

Francis

Łukasz Krupa_7o2i79

Hi,

I'm from Deviniti team.

You can use existing solution to synchronize multiple Jira instances like IssueSYNC. It works for:
- cloud
- server
- data center deployments and supports different Jira version 6, 7, 8 and Jira editions
- Core
- Software
- Service Desk.

You setup whole integration via UI and you can let your project administrator's to setup/tune own synchronization for remote Jira connections prepared by sys admin before.

If you have questions, please contact us.

Cheers,

Łukasz

Jan-Niklas Staffa

Please help asking Atlassian to further integrate Jira Service Desk and Jira by voting on this issue: https://jira.atlassian.com/browse/JSDSERVER-6140. It should be possible to reuse fixVersions and components from a linked Jira Project.