Hi, usually after a customer issue has been submitted, the support staff take a look and see what can be done. If it can be solved at this level, then it's resolved. If it does need to go to the internal JIRA, an issue is created there and linked to the customer issue.
I'd say make sure you have JIRA 5.x and have application links setup so you can link remote issues between the 2 JIRA instances.
However, if you want more automation, you might need some customization.
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