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In addition to the options suggested by Umer, also try Exalate, another popular issue syncing app.
Exalate and Backbone are the most popular purpose-built apps for this use case, but if they are not flexible enough, you could try setting up rules with Automation for Jira or writing a custom script with ScriptRunner.
This is Majid @ Exalate.
As Aron already suggested, Exalate specializes in Jira-JSM syncs (and much more). The configuration guides are located here: https://docs.exalate.com/docs/configuration-guides
But if you are interested in seeing a customized demo to see if it fits with your use case, please feel free to book a slot here.
Hello @Shashi Matha,
Yes, there are a few tools that can help in setting up bi-directional sync of comments/attachments between Jira and Jira Service Management (JSM). However, selecting the right tool is difficult, as most tools look the same from an outer perspective.
To help you select the right integration approach and tool, you should first define your integration requirements and selection criteria. From my experience, the following are the key considerations to keep in mind, as part of the selection criteria:
OpsHub Integration Manager, an Atlassian partner, can help you set up bi-directional sync of comments and attachments between Jira and JSM, with reliable and predictable synchronization outcomes. It supports the integration of the entities, Epics, Bugs, Stories, Tasks, Subtasks, etc. on Jira and Changes, IT help, Incidents, New features, Problems, Service requests, etc. on JSM.
Feel free to reach out to OpsHub’s Integration Experts for more details.
@Shashi Matha hi! Feel free to check out ZigiOps. It's a no-code integration tool that establishes in a few clicks a bi-directional connection between Jira and JSM & syncs their comments/attachments. You can customize it to fit also other use cases with those systems and it comes with pre-built templates so you do not waste time with the integration. Take a look at it and book a demo if you want to see how it works.
Diana (ZigiWave team)
Hi @Shashi Mathathanks for the question! This is Umer from K15t, creators of the jira tool "Backbone Issue Sync for Jira".
You can manually set up an automation to copy comments between Jira and JSM, and would have to set up a similar automation for syncing attachements.
Another way to go about this would be using a Jira sync app, such as Backbone Issue Sync. Using Backbone, not only you can sync comments and attachments bi-directionally between Jira and JSM instances, you can also opt to sync other Jira data across both projects, including any type of issues ( tasks, bugs, requests, incidents) and fields (including custom fields).
For example, when a customer sends a request via JSM, the support team can use Backbone to send the Jira ticket directly to the internal Jira project. Since no one has to leave their own workflow and Jira instance, customer ticket resolution is accelerated.
And you can potentially save money as you don’t need to buy additional JSM agent licences for your internal teams to collaborate, thus saving a fortune in licensing costs!
If you want to learn more about how Backbone works, please schedule a free demo here or simply reply here with any questions :)