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Bi-directional comments/attachment sync between Jira and JSM

Is there a cookbook to set up bi-directional sync of comments/attachments between Jira and JSM?

4 answers

2 votes

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.

Hi @Shashi Matha

This is Majid @ Exalate. 

As Aron already suggested, Exalate specializes in Jira-JSM syncs (and much more). The configuration guides are located here:

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:  

  • Support for JSM-specific comment types: Understand whether the tool supports public comments (shared with customers) and private(internal) comments on JSM. 
  • Conflict Detection and Resolution Mechanism: When the same data is edited in both endpoints being synchronized simultaneously, careful detection and resolution are needed to ensure both endpoints have consistent data and Master System data is not overwritten unknowingly. Check whether the tool supports the Conflict Detection and Resolution Mechanism to achieve eventual data consistency.
  • Integration Approach: Some of the tools are plugins on the supported trackers(nodes). This has a few major drawbacks; Poor reliability and error recovery and impact on user response times as plug-in is executed in the user interaction stream. Keep this in mind during the evaluation of the Integration solution.
  • Skills Required: Some tools are a collection of unsupported beta versions of scripts, requiring a very high degree of sophistication. These can be extremely time-consuming, error-prone, and can hinder operations. As part of the evaluation, analyze what part of integration may require script and involvement required from your side. 

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. 



0 votes

@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)

0 votes
Umer Sohail _K15t_ Marketplace Partner Dec 01, 2022

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 :) 


Umer Sohail

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