How to merge JSM and Jira Software

[Amit Bisht]

Use case: If customer relation team reports a bug it should be created in JSM including the assignee and SLAs and now this request should also refelect in JS so that we have to manage only one board

[Ste Wright]

Hi @Amit Bisht 

There's several options here. I'd consider either...

1. Visualising the JSM tickets within your JSW board. You can do this on Company-managed Software boards, by editing the board's filter
2. Creating an internal issue for the customer's reported bug, which will be for the internal team to use, and link it to the bug ticket

If you intend to do (2), I would use Automation to...

• Create the internal Bug. You can direct it to the right team as long as you have metadata on the ticket that indicates which team handles which bugs.
• Add a link between the 2 issues.
• Send important updates back to the support team - eg. when the bug is resolved.

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Which option do you think is best for you?

If you'd like specific instructions on how to implement either of these, let us know, and we'd be happy to provide them :)

Ste

[Amit Bisht]

@Ste Wright I tried automation but not getting option to add other JIRA Software Projects

[Ste Wright]

Hi @Amit Bisht 

Are you using a Global Automation Rule, or trying to create it via Project Settings?

Because these rules reference 2 Projects, they need to be global.

To get to this menu, you'll need to be a Jira Product Admin, and then...

1. Go to Settings (cog icon in top-right) > System
2. Select Global automation from the left-hand menu

Ste

[Walter Buggenhout]

Hi @Amit Bisht,

If you take a step back and look at Service Management and Software Development as separate, but indeed related, activities, you are right. When a customer reports a problem, it is quite common that it is reported to a 1st line, customer facing channel - which ideally is a JSM portal. If your 1st line team can resolve the issue (because it is not a bug or easy to fix), then the development team does not need to be bothered by it.

In case the issue does require a fix that needs to be implemented by the development team, you can create a bug in a JSW project. That can be done manually, or you can set up an automation rule to automatically create a linked issue with the team. A common scenario would be to add a transition to your JSM workflow to indicate the issue goes to the dev team. When you preform that transition (bring the JSM ticket into a specific status), automation creates the linked issue in the dev project.

• trigger: issue transitioned 
• action: clone or create issue - setting the fields you want to copy from the JSM ticket. Also link the newly created issue to the JSM ticket

Once the linked bug is created, you can - again - use automation to close the JSM ticket once the bug in JSW gets fixed.

Hope this helps!

[Amit Bisht]

Thanks for the reply @Walter Buggenhout 
How to set up an automation rule to automatically create a linked issue with the team?

[Walter Buggenhout]

That is what I mentioned, @Amit Bisht.

Make sure your JSM workflow is updated with a transition to a status that indicated the issue is with your dev team, e.g. "assigned to Dev Team"

Your automation rule can then use the status change into that status as a trigger.

Essentially it would look somewhat like this:

Examples of how you can copy fields and link the bug to the JSM ticket are on the right side in the screenshot. 

[Amit Bisht]

@Walter Buggenhout Where can I find this automation rule?