Connect (Interface) JIRA Service Desk with two JIRA Software from different instances

[Cihan Ünsal]

Dear all,

I have following Situation:

1 x JIRA Service Desk in Cloud instance

1 x JIRA Software in Cloud instance

1 x JIRA Software in self-hosted Server instance

I want to get the JIRA Service Desk instance connected with JIRA Software in Cloud instance and also with JIRA Software in self-hosted Server instance.

Is this a possible constellation? How is it possible to realize this?

Thank you in advance.

Cihan Ünsal

[Łukasz Krupa]

Hi @Cihan Ünsal

I'm Łukasz from Deviniti.

You can use existing solution to synchronize multiple Jira instances like IssueSYNC. It works for:

- cloud

- server

- data center deployments and supports different Jira version 6, 7, 8 and Jira editions

- Core

- Software

- Service Desk.

You setup whole integration via UI and you can let your project administrator's to setup/tune own synchronization for remote Jira connections prepared by sys admin before.

If you have questions, please contact us

[Riddhi Shah]

@Nic Brough -Adaptavist- Thank you for mentioning us.

Hello @Cihan Ünsal ,

As mentioned by Nic, you can connect all 3 instances using a live synchronization tool.

I'm Riddhi from the Exalate team, which is a live synchronization tool. If you agree to this solution we can help you with live syncing of the multiple projects.

Exalate is made for the use case you described. As it allows syncing information bi- and uni-directionally between multiple Jira instances. Or separate projects in your local Jira.

It's mega flexible, you can sync all types of information, including comments, attachments and custom fields. You can control what to sync and what not, and much more ....

It can also cater to your situation of dealing in a private to public sync, You can find out more about it here.

By the way, It might also be useful to set up a live video-discussion to demonstrate how Exalate would get set up for your use case

Would that be valuable to you? You can book a suitable slot here.

Cheers,

Riddhi

[Nic Brough -Adaptavist-]

Connect - yes, set up application links for them.

You'll then need to explain what you want to use these connections to do?

[Cihan Ünsal]

That means, I need here in all applications a set up under "application links" to connect them all.

Would it then be possible to convert JIRA Service Desk Tickets into JIRA Software Tickets?

Or is it only possible to get to or more tickets get linked from the different applications?

[Nic Brough -Adaptavist-]

No, an application link does not allow you to throw issues from one system to another.  You have totally separate systems here, and "convert" is only possible within the same system.

Linking is all you can do (without code/apps)

If you're interested in synchronising these systems  though, have a look at Backbone and Exalate.

[Cihan Ünsal]

OK, I understand. Only Linking between the different instances is possible, but to get really connected with other instances there are special Apps needed like Backbone and Exalate. Are there also other Apps?

That is really interesting.

But are these two Apps compatible also with JIRA Service Desk? It seems like that these are only be used between two different JIRA Software instances.

[Cihan Ünsal]

And another questions:

How ist it if I have Jira Service Desk and Jira Software in the same CLOUD / Server instance? Do I need special programs to get connected?

For example:

I have a JIRA Service Desk Ticket for the Support Team, but few days later the Support Team recognizes that the Support Ticket shall directed to the programmers team, but they only work with the JIRA Software. So now I want to get this Support Ticket into the JIRA Software. Would it be possible to convert this Support Ticket from Service Desk into JIRA Software Ticket?

[Nic Brough -Adaptavist-]

The software I've mentioned is there to synchronise between instances of Jira Core, more than JSD and Software.  But, JSD and Software are layers of functions that sit on the top of Jira Core issues and projects, so even if those two completely ignored JSD and Software (they don't), they would still be synchronising 95% of the data - issues, fields, and status.

If you have JSD and Software in the same installation, then they are automatically linked together, as they are already sharing the same projects, users, issues, workflows and so-on.

To "convert" an issue from Support to Software, you could just move it from the support project to the Software one, but this means you lose the customer's "request".  So they have functions for "create linked issue", which means "make a Software issue for the devs, that can then inform what the customer sees on the requests"

[Andriy Dekhtyar _Rozdoum_]

hi @Cihan Ünsal 

As alternative to above mentioned options - you can also consider our solution - WatchTower for Jira - that allows you to have agile board pulling issues from remote Jira sources including JSD. This way you can have an overview and some form create cross links between issues in different Jiras. 

Andrey