Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Celebration

Earn badges and make progress

You're on your way to the next level! Join the Kudos program to earn points and save your progress.

Deleted user Avatar
Deleted user

Level 1: Seed

25 / 150 points

Next: Root

Avatar

1 badge earned

Collect

Participate in fun challenges

Challenges come and go, but your rewards stay with you. Do more to earn more!

Challenges
Coins

Gift kudos to your peers

What goes around comes around! Share the love by gifting kudos to your peers.

Recognition
Ribbon

Rise up in the ranks

Keep earning points to reach the top of the leaderboard. It resets every quarter so you always have a chance!

Leaderboard

Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,463,331
Community Members
 
Community Events
176
Community Groups

Connecting Jira instances and moving issues

We use JIRA SM to manage the service desk. One of our outsourced vendor uses their own instance of JIRA SM to manage their work/service desk. Is it possible for us to connect our instace to theirs, so that we can move issues from ours to theirs for L3 Support?

We would need visibility to the status of the issues that we escalate, and for notes to be captured back into ours once a resolution/action is committed.

Any pointers?

3 answers

@Sandeep Sekhar Have you found the solution?

This is one of our main use cases at Exalate (I work here). 

You might be interested in this article that details how to do it. 

You can skip to step 1 ;)

 


Let me know if this helps,

Thanks @Jose Lobo _Solutions Architect at Exalate_ - I am not able to open the link. Is that the right one?

0 votes

Hi @Sandeep Sekhar 

As Matthias correctly mentioned one option would be achieve what you want with issue sync apps to exchange data, as alternative I may suggest to make a bridge between two instances and then see and make all interactions with issues on remote Jira with help of Watchtower app

P.S. Well, I am from Watchtower team, so if you need further info - ready to setup a demo, thereafter the choice is yours. 

 

Andrey

0 votes

Hi @Sandeep Sekhar,

yes, this is possible to do - but not with the out of the box capabilities of Jira. I see the following ways how you could do that:

  1. Write a script and use the Jira SM REST API to retrieve and write the data you're interested in.
  2. Use an issue sync app to exchange issues between the two JSM projects
  3. Maybe you could also use Automation? I'm not that familiar with cross-instance automation.

I guess, I'm biased because I work for the Backbone Issue Sync team - so I leave it up to you if you rather want to code yourself and tailor your script to your exact needs or use an app and check how it meets your needs.

With Backbone, I'd roughly recommend this approach:

  • Create a synchronization between your projects
  • Introduce a custom field (or reuse one you already have) to mark the issues you want to exchange with your vendor.
  • Configure a JQL Filter in Backbone based on that custom field so that only these issues will be exchanged
  • Configure either a workflow mapping so that you directly map the workflow status from both projects to each other or synchronize the status from the other side to a textfield
  • Also synchronize comments (I assume that's the notes you wanted to see).

I hope, that this information helps you in making the best choice for your use case.

Matthias.

Suggest an answer

Log in or Sign up to answer
TAGS

Atlassian Community Events