Sync Service Desk with a separate instance of JIRA

We are using cloud JIRA / Confluence and are evaluating JIRA Service Desk for our client facing portal.  I would like to leverage the knowlege base capabilities without exposing our internal Confluence assets, so I am thinking the safest way to do this is to establish a new instance for client facing, and link issues back to our internal JIRA instance.  I've read several things which suggest this is possible, but am a little lost on where / how to start.  I will have a group of internal users that will need to access & manage issues across both instances and would like to do this in as streamlined a manner as possible.  Can someone provide me some pointers?

- Establish a separate JIRA cloud instance for JIRA Service Desk and Confluence KB space ONLY

- Link issues fro JIRA Service Desk with issues in projects that reside in our current, internal only JIRA instace

- Keep the linked issues in sync to minimize the internal user need to traverse 2 instances so only Service Desk Agents will access the separate instance

- Ideally combine JIRA data across the 2 instances for dashboards / reporting, if possible

 

Thank you in advance for help!

1 answer

@Sue Marmion I also have the same use case that I am trying to solve for. Were you able to find an answer for this? 

Yes @atul kumar  We are using a plug in called Exalate that enables integration of up to 3 JIRA instances per pricing tier.  It is fairly easy to implement and their support has been really good when we have to work through a challenge.  We have had a few stability issues, but overall it is working in production, serving our largest client via JIRA Service Desk  with automatic creation / 2 way synchronization of incident tickets in our Main JIRA instance - as well as 'on demand' creation / synchronization capabilities within a number of non critical request workflows.

Thanks @Sue Marmion

Too bad jira doesn't provide this functionality by default. 

As an alternative of Exalate, you can also have a look at the other issue sync solutions in the marketplace which all solve the use case of combining different Jira instances with each other.

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Monday in Jira Ops

Jira Ops Early Access Program Update #1: Announcing our next feature and a new integration

Thanks for signing up for Jira Ops! I’m Matt Ryall, leader for the Jira Ops product team at Atlassian. Since this is a brand new product, we’ll be delivering improvements quickly and sharing updates...

483 views 0 9
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you