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