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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?

2 answers

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.

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

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