Link JSM and Jira Software

[Mayur Jadhav]

Hi Community,

Whenever Issue Created in JSM we want that issue to created or cloned in JSW.

We have the following requirements:

1. Ticket created in JSM project -> It should clone to the software project in Jira
2. Restricted comment added in Jira issue should be synced to JSM issue as internal comment
3.  Un restricted comment added in Jira issue should be synced to JSM Issue as a normal comment/respond to customer comment
4.  Comments added in the issue -> should sync to respective JSM Issue

Thanks,

Mayur

[Julie d_Antin _Elements_]

Hi @Mayur Jadhav ,

As Jack mentions, you can use Automation to create a clone in a different project (check out this sample rule), and set up additional rules using Smart Values to copy and synchronize comments. Automation doesn't currently allow you to copy attachments. You will need to think about how many times this rule will be executed each month, specifically how often the comments need to be copied between issues, because there are limitations on the number of executions based on your Jira plan: For global rules the limits are (for a month) 100 executions for Free plan, 500 executions for Standard and 1000 executions per licensed Premium user

Given all that, you may find an app like Elements Copy & Sync easier to set up (and without any execution limitations).

For your use case, you could create a recipe that is added as a post-function to the very beginning of your JSM workflow, so as soon as a request is raised, the clone is created in Jira Software.

You can synchronize comments one way or bi-directionally. Right now comments copied from JSW to JSM are either all internal or all public, but we have a change request you can vote for or watch: https://support.elements-apps.com/browse/ECSC-31

[Jack Brickey]

Have you attempted to set up the automation as yet? If so where are you stuck? You should use Create Linked Issue feature vs. clone.