Can Jira Service Management integrate w/ NexGen JSW Projects w/in Jira Cloud?

[JD Lobue]

I'm wanting to use the simplicity of JSW NexGen projects, and we still have the need to escalate JSM tickets to our dev team. Does JSW integrate seamlessly w/ NexGen JSWs, and secondarily, how do we make the custom fields in classic JSW projects visible in NexGen projects? Can they be opened up to each? Thanks

[John Funk]

Hi JD,

You can integrate more or less, but you just need to be aware of the mapping. 

First - No, fields created in Next-Gen projects are not available in other projects, including other Next-gen projects. But you should be able to use Automation For Jira to copy the values from one field to the other field, even across projects. 

You would just have to create the same fields in the Next-gen projects that you have in JSW projects. 

[JD Lobue]

Thank you. Any reason the fields are not available? If we are trying to use the Atlassian suite (JSM, JSW, Confluence), we need all projects, spaces, service desks to be available to each other. Just trying to understand the lack of thinking in the NexGen creation.

[John Funk]

That's the way that Next-gen has been setup on purpose. It is to be a very simple process without the overhead of having to understand shared objects such as custom fields, shared workflows, etc. 

If you need that flexibility and power, then you should create JSM and JSW projects that are not Next-gen.