From JSM, Create ticket in another Jira Software instans

[Johan Hallin]

We want to have an automation that creates a new issue/ticket in a linked but seperate instance of Jira. We are using Jira Service Management (JSM) for customer support but R&D-team is using Jira Software (JSW). I would like to trigger an automation in JSM that copies some fields into a new ticket in a project in JSW.

Best solution (which I have not tried yet) seems to raise an event of sorts in JSM that is sent to JSW who retrieves it and creates an issue. We have a similar automation today but then it creates a ticket in a project within the same Jira instance/installation. 

Anyone wit any good ideas for ow to achive this?  

Kind regards, J

[Florian Bonniec · Accepted solution]

Hi @Johan Hallin 

You can probably achieve that with third party app such as Exalate that I never try.  

One other solution would be to have an automation on 1 side that send a webhook with a payload that contains the data you need to create the issue in the otherside.

The webhook in this case will be an automation on the other instance (trigger Incoming webhook).

Regards

[Johan Hallin]

The outgoing and incoming web hook approach is what I have found so far and is planning to try it out. I thought there would be an easier way since there is an application link between the systems and they are not Jira in the core…so should be as easy as creating an issue in a separate project on the same installation as 

Johan

[Dhiren Notani_Exalate_]

Hi @Johan Hallin ,

This is Dhiren from the Exalate Team.

I would recommend you to try out Exalate

It is one-of-a-kind decentralized and fully bidirectional integration solution which can help you in syncing Jira Issues between mulitple Jira instances (JSM, SW, JWM, JPD) bidirectionally.

You can even automate the process of syncing tickets by using JQL based triggers.

Do let me know if you have any questions or would like to know more about the product.

Thanks, Dhiren

[Diana_Architect_ZigiWave]

@Johan Hallin hi! If you decide to look into an alternative approach for connecting the two Jira instances (apart from webhooks), take a look at ZigiOps. It's a 100% no-code tool that connects systems bi-directional, transfers the desired data, and keeps them synced in real-time. None of your data is stored by the tool, so it's very secure. It can be customized to fit various use cases (not just issue/ticket creations). You can check ZigiOs here, at the Atlassian marketplace. Or, if you want to see it directly in action, feel free to book a short demo with our tech team. We'' discuss your use case and any other questions, regarding the integration.

Regards, Diana (ZigiOps team)

[Katarzyna Szumilas_Deviniti_]

Hi Johan!

If you consider using any 3rd party add-on I can recommend a brand new solution from my team - Issue Sync Lite. It's a free app that allows you to connect two instances in minutes and create issues automatically in instance B, when a certain issue was raised in Jira A. It synchronizes fields and comments (soon also attachments).
Maybe that will be interesting for you?

Kind regards,
Kasia from Deviniti

[Umer Sohail _K15t_]

Hi @Johan Hallin thanks for your question.


This is Umer from K15t's Backbone Issue Sync for Jira. If you want to automate the creation of tickets from your customer support JSM to the R&D Jira, Backbone could be a perfect solution for you! 

Backbone will link, copy, and synchronize the tickets in real time, along with fields, comments, and attachments, from JSM to Jira, even across different instances and behind strict firewalls! 

You can also use keywords/phrases to sync specific comments from JSM to Jira. This eliminates the time wasted in manually updating and copying JSM tickets and comments across projects and streamlines customer success workflows.

Please visit our page for more info or simply schedule a demo call with us to see how Backbone can help you sync JSM with Jira software.

Regard, 

Umer Sohail
Product Marketing Manager