Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,298,401
Community Members
 
Community Events
165
Community Groups

Moving Ticket created in an clients Jira subscription to Yours.

We would like to setup a workflow where a ticket that is created in a client JSM is escalated/reassigned to my JSM subscription.

Would it be by adding our help desk e-mail address in their subscription so that they would assign it to "helpdesk@companyname.com" and it triggers an e-mail into our project and creates a new ticket?

Is there a better way to do this using automation?

2 answers

Hi @Ardo Panian

Hope you are doing well.

Automatically creating new tickets on your JSM, which were originally created on your client's JSM is the bread and butter of our software called Exalate. The ticket will out-of-the-box be fully bi-directionally syncronized, which means, if a field gets updated on either side, it will automatically update on the other side.

Exalate is easy and straightforward to set-up and you can control exactly which data you want to send and/or receive. 

If you would like to see a customized demo of the product, please book a slot with us. 

Cheers

Mathieu Lepoutre

0 votes
Dave Mathijs Community Leader May 18, 2022

Hi @Ardo Panian  What to you mean exactly by a "client JSM" and "JSM subscription"?

Customers have different channels to submit a "ticket" to their help desk (Jira Service Management service project).

Either via the portal (Help Center) or via e-mail. You can set up an e-mail address (f.e. helpdesk@companyname.com) which will create a ticket automatically in your JSM project.

Our client is also an Atlassian customer so they have their own instance/subscription/tenancy this is independent from ours.

Dave Mathijs Community Leader May 18, 2022

Thanks for the clarification. So you're talking about an integration between 2 separate JSM sites/instances.

There are several possibilities, I would recommend contacting an Atlassian Solution Partner in your neighbourhood to help you set this up.

Depending on the hosting options, third-party apps like Exalate or Backbone issue sync can deliver such a solution.

Like Nic Brough _Adaptavist_ likes this

To be clear on a technical bit of this - there is no "move" between separate sites, even when they're owned by the same organisation.  A "move" would actually be a "copy, then delete".

Synchronisation, rather than "move" is the best option here, as @Dave Mathijs  says.

@Nic Brough _Adaptavist_ by "Move" I meant reassign from one separate subscription to another.

@Dave Mathijs I don't want to go via the Atlassian Solution Partner route because their out of budget.  I will look into Exalate and Backbone to see if they would suffice.

I know that, that's why I was explaining that there's no such thing as "move" between sites.  The separate subscriptions ARE separate sites.

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

284 views 2 9
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you