Is it possible to sync tickets in JIRA Service management?

[Andrea Dieguez]

Hi!!

First of all I have read couple of articles with similar questions but I have not read specifically the answer to our question let me explain:

We would need to be able to synchronize tickets (not just be able to link) so that in the event that IT team has an issue that affects several tickets, updating the original, those tickets affected are updated as well, it would be something like a parent / child relationship
If the Parent is closed, the children (affected tickets) are closed, or if the status of the linked tickets are updated.
The same would apply in the event that there is an outage.

Can we have this functionality? If possible, is it necessary for the parent ticket to belong to the same project as the child or can they belong to different projects?
I ask because we currently manage the tickets that users open from one project/portal and the internal tickets are managed withon another diferent project.

Hope you can help!

[Trudy Claspill · Accepted solution]

Hello @Andrea Dieguez 

Yes, this is possible.

You can create 1..n Automation Rules that will be triggered by a change on the parent link and then operate against linked issues. See the For Branch / Related Issues / Linked Issue option.

If the issues are in different projects you will need to set up a Global Automation Rule and specify all the affected projects in the Rule Details > Scope. Only a Jira Administrator can set up a Global Automation rule. 

Additionally you will need to ensure that the Actor assigned to the rule has all the necessary permissions to take actions in the specified projects.

[Andrea Dieguez]

perfect! We understand that in order to do so we need to know the correspondence of states between the parents and the childs since not all the states are in all the workflows

[Syed Majid Hassan -Exalate-]

Hi Andrea,

This is Majid @ Exalate. 

This is very possible to do using Jira Automations within the same instance, but if you would like to get similar functionality across Jira instances (or within the same), you would need an issue synchronisation app such as Exalate. You can map statuses in a customised manner and can even build custom business logic as to exactly what you want to achieve. This might be interesting for you. 

Give us a shout out if you are interested!

Thanks

Majid

[Thibaut Subra _Elements_]

Hello @Andrea Dieguez 

If you don't mind using applications, our Copy & Sync app does exactly what you need. It allows you to copy and automatically synchronize issues (fields, comments, attachments, subtasks, linked issues, status and much more) among the same project or from one project to another. So no, the source (or parent) ticket does not have to belong to the same project as the target (or child) ticket.

You can have an overview of what our app can do in our documentation.

It is really easy to use, you can try it for free (free under 10 users and with 30-Day trial for 10 users or more) and let me know if you have any questions!

Regards

Thibaut

[Diana_Architect_ZigiWave]

@Andrea Dieguez hello. If you're open to using external help check ZigiOps. It connects Jira instances in a few clicks without code bi-directionally, syncs their data (synchronize tickets), and keeps them updated in real-time . You can customize it to fit various use case scenarios while maintaining full control over the data transferred/synced. Feel free to explore the tool capabilities for free with the trial version.