if we choose two instances due to the user limitation

[Sai]

If we have more than 25000 users we need to go with multiple instances then how do we route users to different instances? How do sync data between instances? What can be the solution in this scenario.

[Dave Mathijs]

Hi @Sai 

For Jira Service Management:

There is no Customer limit, on none of the plans

There is an Agent limit, depending on your plan:

• Free: 3 agents
• Standard: 10,000 agents
• Premium: 10,000 agents
• Enterprise: 10,000 agents

I don't assume you have more than 10,000 agents, right?

[Sai]

we have 35000 agents capacity 

[Marc - Devoteam]

So to understand correctly,

your company has 35000 users and all of them require a JSM license?

[Syed Majid Hassan -Exalate-]

Hi @Sai

This is Majid @ Exalate.

Each instance would have its own projects, and its own customer facing portals, so redirection "can be" handled that way. If you want to integrate between these multiple Jira instances, you will need an issue synchronisation solution. Here at Exalate we specialise in integrating different ITSM tools include Jira-Jira integrations. Our scripting engine allows you to customize the integration to as granular a level as you want, or you might just want to keep it simple and go with the out of the box connection template that we offer. 

Please let me know if you would like to explore further and I would be happy to put you in touch with the correct member of our team. 

Thanks

Majid

[Matthias Gaiser _K15t_]

Hi @Sai

I guess, you can see by the answers that most persons think you might want to set this up in a different way so that you don't need that many agent accounts - maybe usual Jira accounts would be enough?

If you want to go this way, you can spin up multiple instances. If you think, how you want to split them. I'd say make it as easy as possible for your customers so that they find what they need, e.g. select the projects which belong closely together from the customer perspective and make sure they're on the same instance.
At the same time, you want to make sure that not every agent needs access to multiple instances (otherwise you will run into the account limit again, right?)

In order to sync some data between the instances, you could either use something like Jira Automation and build something yourself. Or you could use specialized issue sync apps which enable you to synchronize issues between Jira instances. I'm part of the team behind Backbone Issue Sync. If you need further help about the synchronization scenario, please reach out to us and we're happy to help.

Cheers,
Matthias

PS: Since your setup sounds huge, I'd recommend that you reach out to an Atlassian Solution Partner to discuss the best way for your specific needs. If you're not already collaborating with one, you can find one in Atlassian's partner directory.

[Marc - Devoteam]

Hi @Sai 

Do you have 25000 licensed users of customers?

A premium JSM instance can have 10000 licensed users.

Why do you need multiple instances?