Add Jira Software users as "Collaborators" in Jira Service Desk when having 2 instances?

Question

Dear Team,

we try to configure Jira Service Desk in our environment. We have Server [A] with Jira Software up and running, it is only for internal usage. We want to start with Jira Service Desk on Server [B], for external access for our customers.

Developers (Licenced in Jira Software) should support our Agents (Licenced in Jira Service Desk), so we want them as "Collaborators" and add internal comments.

How can we get both instances / user-groups connected to implement "Collaborators"?

Application links seems not to be sufficient... or do we have to install everything on one Server?

EDIT 31/Jan/2019: Can Atlassian Crowd help us to solve this problem? Or will Jira Service Desk still not "see" that our Developers are licenced in Jira Software to let them add internal comments?

Thank you for you help.

Andreas Kandzorra · Answer

Hi @anshu02,

thanks for your answer.

So you actually recommend it, because "it is easier" to have it on one server or because "it is technically not possible" to connect the Jira Software with Jira Service Desk on separated servers in the mentioned way?

anshu02 · Answer

Hi @Andreas Kandzorra

I would suggest you to install both the applications in one server, you can setup proper permission schemes for your internal/development project so that no external customer will be able to view details of it.

And you can have Service Desk projects for your external customers, and in this way the developers team can help your agents with proper collaboration. This will also reduce the extra responsibility for maintaining and monitoring two different instances.

Thanks,