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 "firstname.lastname@example.org" and it triggers an e-mail into our project and creates a new ticket?
Is there a better way to do this using automation?
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.
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. email@example.com) which will create a ticket automatically in your JSM project.
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.
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.
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...
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