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Looking for tutorial(s) on building a JSM project from scratch and linking to Jira

We have been using Jira for a couple of months now for software development management. We have been using ManageEngine ServiceDesk for request management (external customer and internal employee). We've bought initial JSM Agent licenses and I'm building our JSM replacement for ServiceDesk.

I have a couple of initial questions:

  1. I've done enough reading to understand the difference between Projects and Queues. But it isn't clear when to use Projects and when/why to use Queues. I have created our overall Customer Service Management Project (CSM); I plan to use separate Queues for Software Change Requests (I want these CSM Requests to migrate to/create Jira Issues to go along with the current Jira Issues that I've imported from ServiceDesk; I also plan a Queue for IT Requests, and another Queue for non-software customer product support requests. Should I set up different Projects for these? Why? Why not?
  2. For the Software Change Requests, how do the JSM Requests become/generate Jira Issues and get back to JSM for the post-software CSM Project workflow?

Thanks in advance for any help, info, guidance you can offer.

John M. Tucci

Megabyte Systems, Inc.


3 answers

3 accepted

4 votes
Answer accepted
Fabian Lim Community Leader Apr 26, 2022

Hi @John Tucci

Take a look at this tutorial.  It shows how you can use jira automation to create tickets from jsm to a js project. Link:

Now to keep issues in sync you will have to use also jira automation and trigger status changes between the projects using the related issues conditions/branching.


Hello @Fabian Lim :

Thank you for taking the time and interest to respond to my request. I appreciate the tutorial link; I plan to view the tutorial over the next 1-2 days. 

Kind Regards,

-John M. Tucci

Megabyte Systems, Inc.

2 votes
Answer accepted

@John Tucci 

Hi John:

The major difference between JSM project and queue is that "Queue" is a concept where one can create many queues within the same JSM project only to categorized all the requests into different "buckets".  On the other hand, there is no "Queue" concept in Jira Software projects which is different than JSM project.

Example - You many have different request type setup within the same JSM project, you can create queues to group those requests based on request types.

When you create a JSM project, it gives you an entry point via the portal UI.  Your customers/users can access the project via the portal UI and it will then offer them many request forms to submit his/her request.

JSM setup is extremely flexible to tailor your need.

Here are two free training on-demand for JSM that you can take a look at -

In regards your second question - You can utilize Automation for Jira to setup rule to once JSM request is created, then to trigger other request creation automatically.

Here is a link regarding to Automation for Jira -

Hope this helps and we are here to assist you on the JSM journey.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Hello @Joseph Chung Yin :

I sincerely appreciate your time and information, especially the links for the free, on-demand training courses. I've already completed the JSM Fundamentals course and found it very helpful.

Your explanation about queues and projects confirmed my initial idea that I will use a single project and dedicated queues behind each request type. The single portal will provide a simple, easy-to-understand user-interface for our customers while still giving us the ability to triage/categorize the requests.

I also want to say that you have upheld what I am learning to be the high standards of the Atlassian Community. I have turned several times to the Jira Community for help and have always received prompt and helpful information. Your reply shows me that the JSM Community is no different! I hope to be a highly contributing member of this community in the future.

Kind Regards,

-John M. Tucci

Megabyte Systems, Inc.

@John Tucci -

Thanks for your kind words.  We are all here to support each other.  To me, learning never stop and it is always a two ways street.  Only through this type of collaborations, we can continue to learn and re-confirmed our knowledge is up-to-date and correct.

Best, Joseph

Hi @John Tucci 

This is Dhiren from Exalate.

Exalate, provides a fully bi-directional synchronization between Jira Software and JSM (Jira Service Management) that is fully customizable and can be configured with a low-code drag-and-drop builder. You can even configure the integration with a script mode that is powered by a scripting engine which is based on Groovy scripts where you can control what data you want to share and even you can independently handle the incoming information. You can achieve complex use-cases with ease. 

If you would like to see a customized demo of the product in action, feel free to book a slot with us. 


Hello @Dhiren Notani :

Thank you for taking the time and interest to respond. I appreciate hearing about Exalate's offering. I will definitely keep this in mind as I build out our JSM site.



Like Dhiren Notani likes this

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