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Integration with Jira Software

Jorge Colodrero Estrada
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Oct 10, 2023

I need to integrate the jira service manager with the jira software
I need to know how to do so that when a person creates an issue or request in Jira Software, the issue is also automatically created in Jira Service Management
Is there any way to do it?
Do they have to be all the incidents or can they be some yes and others no?

2 answers

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Jorge Colodrero Estrada
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Oct 10, 2023

The intention is that if there is an incident in a development, to be able to deal with it in both places, since in Service Management all users have permissions but in Jira Software, only a few have access.
If there is a development X and several users have incidents about X
that the user creates the issue and it is reflected in the Jira Software or the other way around
Maybe there is another, easier way to do what I need.

Marc Koppelaar
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Oct 10, 2023

Do all users have agent access or are the majority just customers and are just able to raise issues?

Users who are just customers can only see the portal can only view request on the portal 

You could use Jira automation to create issues in both places based upon the requirements.

Are the specific fields in the request for this or is it a specific request?

Have an automation rule triggered on the create issue action and find rather specific values from the request of the specific request type and let the rule branch to create an issue in JSW.

The actor of the rule should have access in JSM and JSW.

If there is a major development issue raised from the development side, you could reverse this, but you also could set a portal message about a major issue so all users are aware of the issue

0 votes
Marc Koppelaar
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Oct 10, 2023

Hi @Jorge Colodrero Estrada 

Welcome to the community.

My first question is, why?

Why would you want to create duplicate issues in the system, what is you intent?

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