API Between JIRA and Service Desk

Question

Hi

I`m investigating possibilities to integrate automatic triggers between JIRA cases and linked Service Desk cases.

Let me explain the process. 
1. Our customer have a bug and then report the bug by raising a Service Desk ticket. 
2. We analyse the bug and if needed, we create a internal development case i JIRA. 
3. Then we use the "link" function and connect the JIRA case with Service Desk case. 
    So all colleagues can see those two cases have an relation.

Next process is what i'm requesting...

4. When the JIRA case changes internal status... Etc. From "awaiting development" to "waiting for test", API should trigger status change in the linked service desk case. 
So when we manually changes JIRA case status, then Service Desk case automatically change to chosen status. Then our customers can follow the process.

Does this function already exist? Is`t possible to integrate?

Best regards
Ali

francis · Answer

Like @Manon Soubies-Camy mentions, Exalate supports this type of synchronisation.

Especially interesting is how comments are handled and who can see what comment in what context.  For instance - should comments of your developers be seen by the customer or not.

One of our customers decided to implement this in a creative way.  Whenever the comment starts with 'Dear ...' it is considered as a public comment.   This type of flexibility is key in any synchronisation solution.

Don't hesitate to book a demo to continue the discussion.

Manon Soubies-Camy · Answer

Agree, some other add-ons could also help: Issue matrix, Exocet, Exalate, Backbone, etc. Depends on whether you're on Cloud or Server, and whether you'd like to script or not :)

Alexey Matveev · Answer

Hello,

You would need an add-on for it like Power Scripts, ScriptRunner or Automation for Jira