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My JSM connecting to 3rd party JSM

Mark Brown
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Nov 02, 2023


new to JSM and been tasked with setting up a helpdesk.

We work with a variety of products which have support backed of to 3rd parties.  We need to see all calls as they first come in, for Clinical Safety oversight.

The calls also need to go to the correct 3rd party for support, all of our 3rd parties are already using their own JIRA instance.

Ideally what I would like is a way, automation, to raise an issue with the third party as soon as possible after our ticket is created. 

I was thinking -

  • customer uses drop downs which categorises the call, then automation routes appropriately. Can external instances talk to each other?
  • My JSM sends an email to the 3rd party support desk to have the ticket created but then I would have emails going between "us" and "them" and can see issues with JIRA ticket refs in subject fields, plus I don't think Jira recognises emails from itself.

Has anyone done similar?

Can anyone point me in the right direction?

If everything was internal I think I could do it but can't see a way to do it once the 3rd party instances are external to ours.
I'm sure I've not explained that very well so have a flow chart of what I'm trying to achieve.Helpdesk flow.png

1 answer

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Marc Koppelaar
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Nov 02, 2023 • edited

Hi @Mark Brown 

You can link external Jira systems together, you just need to have access to any of the instances and they external instances need to have access to your instance.

So you need a user for your company with sufficient rights in the external Jira's and the external Jira's need to have an account in your Jira instance with sufficient rights

Do be aware that you can't search the other instance from yours or vice versa as any has it's own db backend


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