It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

how to setup communication between Jira and Jira SD


We have two servers:

  • One with Jira Core, For developers
  • Another one with Jira ServiseDesk

These servers placed on different virtual machines in the same domain, have different users and settings.

How can I communicate these two servers for next task:

SD Agents need to transfer incidents/messages, or information about it, to developers from Jira SD to Jira Core  and receive feedback

2 answers

1 accepted

2 votes
Answer accepted

Start with creating an application link between the two, this will give you some "federation" with activity streams and linking.

Then, as @Cristian Rosas [Tecnofor]  says, define exactly what else you want, in human terms.  You say "transmitted to the developer in the form of a ticket" - does that mean you want the SD to automatically create issues in the developer's Jira projects?  Or do you just want the developers to read request issues, do their own thing in development and link back to SD?

Imagine that I just installed two products and I don’t know at all how to "create an application link between the two". This is about me)). I really don’t know: where to look and which side to tune. 

In human terms: I need a button perhaps, in the service desk interface, for the agent: "create a ticket". By clicking on which the agent will receive a form based on the incident to send the ticket to the developer. Or just send the incident with his comments to the developer`s Jira. Yes, I want developers to read request issues in their environment, do their own thing in development and link back to SD

Ok, that's no problem, there's a lot in these applications and it's not easy to find.

As a new admin, the admin search function is your friend.  Go to the global configuration (any of them - cog to the top right and select one of applications, system, whatever), and near the top of the screen, you'll see an admin search function.  Any time you can't see where a config might be, start typing in there.  "Application links" will appear quite quickly as you start to type (from memory, it's under "system" in the menus though)

You'll be able to add an application link in there.  It will walk you through most of it, and all you really need is to know what the url for the other system is.  If you are an admin in both systems, it can take you through configuring the other side automatically too!

On to the button.  If you were running them as intended, with one Jira service with Software and Service Desk installed on it, you would have such a link automatically, but to do it on disparate servers, you're going to need to do some coding to provide the button.  You'll need one of the scripting or automation apps to do that.

ok i found this! Thank!

Now I'm thinking about data transfer.
As for scripts or applications: any ideas for a solution?

I would use ScriptRunner, because it can insert web-fragments that can run scripts (your button), it gives you a lot of flexibility and power, and I have access to lots of free SR resources because I work for Adaptavist (the vendor) - I can yell for help from the people who write and maintain it.

There are others, and I don't want to exclude them from consideration because they're competitors - Automation for Jira and Powerscripts may also be able to help, but, obviously, I'm not so familiar with them.

Another option may be to set up a synchronisation instead.  This could duplicate issues and keep them in sync in both directions (Even if the projects at either end are configured differently).  You would not need to press a button, but you would have to think about what should trigger a sync to send to the other system.  Again, apps are needed, I've used Backbone and Exalate to do this several times in the past.

Hi @Aleksey Shlyakhov ,

Scriptrunner or Automation for Jira would be great options here.

But, as mentioned, synchronization is also something you can have a look at.

I'm part of the team behind Exalate, the synchronization app that @Nic_Brough__Adaptavist_ mentioned (Thx Nic!).

Using synchronization you can set rules and automation triggers for when a ticket needs to be synced and to whom. This can be done both uni- or bi-directionally.

You can also have that button you mentioned. The "Exalate" button allows you to synchronize a ticket/issue when you click it. You can also customize the rules for what happens after you click the button.

It's available as a free trial on the Atlassian marketplace here.

If you want to see it in action or you would like to discuss more, feel free to book a demo :).


Yep, I’ve already deployed the trial, I’m studying the functionality.
Thanks you!

Great! If you've got any questions, there's:

Or just talk to us in the live chat :).

0 votes

Your question is something like: Which material can I use to build a bridge?

First, gather all the main and must-do requirements, then you can choose the path to follow

I need to separate the work of the departments: the developers use jira, neither the clients nor the SD agents have access to this server. Information about incidents from SD is transmitted to the developer in the form of a ticket. The SD server is available to clients and agents. The SD portal is published on an external network, developer`s server avalible only in local area.

Ok, you have a functional description. Now, gather technical requirements of your organization, as security for example. Seek support in your technical and development departments

This is a test run of the service desk on the stand. We assume that I am not limited in safety requirements.

Suggest an answer

Log in or Sign up to answer

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you