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Jira Service Management and Jira Software integration different sites

Hello,

the documentation states that "Jira Service Management and Jira Software can be added to the same cloud site for optimal integration benefits.".

Unfortunately I have a site for "JIra Service Management" (eg. https://mysite.atlassian.net and another site for "Jira Software" (eg. https://myothersite.atlassian.net).

I tried to create a link from JSM to JS but I didn't see the JS tickets.

Is it possible to have the integration working for this situation as well ?

Thanks,

Marcello

1 answer

1 accepted

2 votes
Answer accepted
Andy Heinzer Atlassian Team Dec 10, 2021

Hi Marcello,

In order to leverage this integration, you really need to have both Jira Service Management and Jira Software installed to the same site.  In your case, it sounds like you have two different Cloud sites.  I would suggest that you migrate the data from one of these sites to the other in order to be able to get the optimal integration here.

You can create a support ticket for a migration by going to https://support.atlassian.com/contact Choose Migration support > and choose option of Cloud to Atlassian Cloud.

Hi, @Andy Heinzer is this the best option or the only option

We plan to implement JSM as our primary customer-facing incident management tool for our Level 1 and Level 2 teams (service desk and production support, respectively). 

Our existing Jira Software (JS) implementation is primarily for Level 3 (product and engineering teams) and is not customer-facing. However, governance around JS is not as strict as it must be for JSM. We do not have the time to implement proper governance at the site level as JS is already a distinct part of the Level 3 workflows, and their processes, security, fields, screen configurations, etc., will be very different from JSM. 

Is it feasible to use something like Jira Automation to integrate between two sites, one for JSM and one for JS, to allow us the ability to enforce governance at the site level for JSM? 

For example, we need the Priority field in both JS and JSM. However, they are used in different ways between the two. Trying to fit one into the other or creating an overly contrived custom field, (e.g., Dev_Priority), just seems like an administration nightmare in the long run.

The integration would likely be as simple as:

  1. creating issues in JS from JSM
  2. getting status updates from JS back to (visible in) JSM (maybe as an internal comment?)
  3. ability to add comments in one that is sent to the other for bi-directional communication between Level 1/2 and Level 3 (also as internal comments?)

Frankly, the current JS implementation has the JSM project team's head spinning trying to untangle the years of what's been built, but should we even be bothering?  

Thanking you in advance,

Billy

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