How to sync liniked issues between Service Desk and Software


we're using Service Desk to collect issues from customers. We also use JIRA Software. We create linked Software issues from those JSD issues to control development.

How can we sync those two issues? Exocet offers sync of many field but it doesn't seem like "Status" is one of them? I wish for the JSD issue to be closed, when the Software issue is closed. Is that a designated way to use this combination, or are manual updates the better solution?




1 answer

0 vote
Jack Brickey Community Champion Jul 07, 2017

this is an often discussed topic w/in the community and you will find various answers with a bit of searching. The most often used is captured below.

Here is what we do...

  1. Use Create Linked issue to clone the issue to the JSW project
  2. Set up automation to close the JSD ticket when the JSW issue is closed. this can be done to set the appropriate resolution too. You can and should automate a canned comment back to the customer upon andy automated closure, e.g. your issue is resolved in the latest version of the SW. If the closure may be questioned by customer, e.g. request declined you may not wish to automatically close and rather have the JSD agent review w/ the customer. However, this is a preference.

The only thing you cannot do, AFAIK, is to have the comments mirror over. 


Suggest an answer

Log in or Sign up to answer
Atlassian Community Anniversary

Happy Anniversary, Atlassian Community!

This community is celebrating its one-year anniversary and Atlassian co-founder Mike Cannon-Brookes has all the feels.

Read more
Community showcase
Bridget Sauer
Published Mar 09, 2018 in Jira Service Desk

E.L. Fridge's take on education, Jira Service Desk, and creative Jira use cases

...word of mouth, so by 2016, we were working with several other entities on campus to implement Jira Service Desk . The Atlassian motto of “for every team” has really come true for us in this case. We...

970 views 2 14
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