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Relationship between JSM Bug Report and Jira Software

Guy Renko March 27, 2024

I tried to search for this but I'm not really sure what I'm even trying to ask.  I'm just going to type and edit and hope the question makes sense at the end.

We have a Service Management portal to report bugs in our in-house ERP but then they are just issues in JSM.

Some background. I'm the JSM admin here and have pretty good knowledge of everything JSM and automations.  I'm relatively new to Jira Software but love that many of the settings concepts are very similar.  We are on the Standard Plan in JSM and free plan on Jira Software. All projects are Company-Managed and I have full access to everything.

We can of course assign the head developer to deal with that issue but shouldn't we be putting the bug into Jira software as well so that they can be timeline'd plus we have agents in Jira Software that are not agents in Jira Service Management.

How is this typically managed?

I've seen some "apps" that can replicate issues back and forth between projects but I think the "end user"/reporter does need to be part of 90%+ of the comments made on that bug  issue in Jira Software.

Just trying to understand best practices.  Any input or links is greatly appreciated. 

2 answers

1 vote
Hannes Obweger - JXL for Jira
Marketplace Partner
Marketplace Partners provide apps and integrations available on the Atlassian Marketplace that extend the power of Atlassian products.
March 28, 2024

Hi @Guy Renko

just to add to @Matthias Gaiser _K15t_'s great answer: If the issue linking approach (#2 in Matthias' list) is an option for you, perhaps the app that my team and I are working on might be of interest to you: JXL for Jira.

JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSW and JSM specific fields - much like you’d do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) issue hierarchies. These issue hierarchies can be based on Jira's built-in parent/child relationships (like task/sub-task), and/or based on issue links of configurable issue link types.

With this, you can build a cross-JSM/JSW view like e.g. this in just a couple of clicks:


As you can see above, the requests from JSM are listed together with their linked bugs in JSW, giving an easy-to-comprehend overview of the work and progress across the involved teams. Note that this is really just one of a virtually endless of number of possible views and reports in JXL; you can also e.g. group your issues by any issue field(s), calculate sum-ups, and freely configure conditional formatting rules.

Any questions just let me know,



1 vote
Matthias Gaiser _K15t_
Community Leader
Community Leader
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March 28, 2024

Hey @Guy Renko

I think you expressed yourself in an understandable way 😁

Based on your explanations, I assume you're having JSM and Jira Software in the same Jira instance, right? (aka the base url is the same).

There are different scenarios possible:

  • Collaborate in JSM
    If you're in the same instance, then your developers can join the JSM projects without consuming an additional JSM license as collaborators and comment on the JSM issues internally, see also these docs for clarifying the project roles.
    I'd recommend to use this more when you need some development support for a quite technical support ticket.
  • Create and Link Issues
    Whenever you encounter an actual bug, you can create a bug in Jira Software and use issue links to connect the bug and the support ticket (or maybe multiple support tickets). Using that link, you can clearly separate the customer communication from the communication around fixing the bug - and Jira's view always shows you at least the status of the issue in the issue link section.
    You can also automate some parts of this step.
  • Sync Issues
    A step further, you can also synchronize specific JSM issues with your Jira Software project using an issue sync app. There you can configure exactly which issues and which fields of the issues to synchronize. In addition, you can define which comments (public/private) you'd like to sync.
    Please note that I'm part of the team behind such an issue sync app, Backbone Issue Sync. Here's an example how that can look like with Backbone.

Hope that helps to get you started in your "collaboration design process".


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