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Is it possible to assign a JSM issue to an outside vendor who uses Jira Software?

Brian Trombley
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Oct 09, 2023

We are using Jira Service Management to keep track of IT issues related to our software operating system.  Often times, issues will need to be sent to our third party developers, who currently use Jira Software in their own environment.  We use their Jira Software to communicate all of our issues with them.  Is there a way to push an issue from our Jira Service Management account to our third party Jira Software account so that everything can be kept track of on that particular ticket?  I see the following workflow being the use case.

  1. Employee raises a new issue via JSM portal
  2. Our IT team triages the issue and determines that it requires outside software development.
  3. Issue is updated and moved to third party developers Jira Software system.
  4. Issue is resolved and moved back to our JSM environment so that details can be shared with end user.

Is this possible?

2 answers

0 votes
Piero Giacomelli
Community Leader
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Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 09, 2023

I had the same issues and I decide to use workflow on a custom field.

 

If I have a  JSM ticket that needs to have the involvement of an external partner basically I create a custom field with the name of the external suppliers.

Once the ticket assignee decide to choose the involvement of a third part the ticket is put on pending/waiting for external so to monitor the total resolution time in a correct way and then I forward the ticket to their helpdesk. It they also have JIRA they can automate the ticket using workflow on the same way.

 

hope this help.

 

pg.

0 votes
Mikael Sandberg
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 09, 2023

Hi @Brian Trombley,

Welcome to Atlassian Community!

You could use automation and web request to copy the JSM request and submit it to your third party developers. And then they could set up an automation that updates the JSM request once they are done on their end. 

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