Working with / integrating external IT suppliers into our environment

Dennis
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March 27, 2024

We are currently working with Jira Service Management. We use it for our service desk, covering everything from the initial service desk inquiries to third-level support. Specifically, in the area of second and third-level support, we receive assistance from external service providers. However, communication with these external services is challenging because we do not want them to work in Jira Service Management as internal users. We have heard that integrating with other Jira instances is possible, which would prevent these licenses from being deducted from our license volume. In your opinion, what is the best approach to seamlessly integrate external services and ensure smooth communication?

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Sebastian Krzewiński
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March 27, 2024
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Matthias Gaiser _K15t_
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March 27, 2024

Hey @dgruschka

welcome to the Atlassian Community.

As @Sebastian Krzewiński already mentioned, there are some sync apps which address exactly this use case. I'm Matthias and part of the team behind Backbone Issue Sync.

In our documentation, we described step by step how you could setup an integration with external service providers so that they can work in their Jira (doesn't need to be a Jira Service Management) and you can keep working in your JSM.

Happy to also discuss your questions or requirements with you in a demo - you can contact us via our support desk.

Cheers,
Matthias.

1 vote
Syed Majid Hassan -Exalate-
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March 27, 2024

Hi Dennis,

This is Majid @ Exalate. A very warm welcome to the community!

I think it is abundantly clear from the preceding comments that you can employ an integration solution to overcome the collaboration challenges you mentioned above, not to mention the security aspect of this (I presume you do not want any external people to have access to your JSM issues). I would recommend setting up a solution whereby your JSM acts as the hub and connects to the various service providers you need to collaborate with. Using Exalate, this network can be controlled to an extremely granular level whereby you control exactly what information you send out and to which party. 

I would be happy to assist in developing this use case further if you are interested. 

Hope it helps. 

Thanks

Majid

 

0 votes
Diana_Architect_ZigiWave
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March 27, 2024

@dgruschka hi there. I see Matthias & Sebastian has already provided few options to look at. I'll just add another one, also from the Atlassian Marketplace - ZigiOps. It's a fully no-code integration platform that makes the integrations bi-directional. It's easy to use and 100% customizable. Also, ZigiOps does not store any of the transferred/synced data - it has no database. I understand your hesitation when it comes to working with external service providers. That's why I'd propose checking out the ZigiOps platform - we do have a free trial which will show how it works. 

Regards, Diana

 

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