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!
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.
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