Collaborate with dev teams between Jira Service Desk Cloud & Jira Software Server

[Ivailo Ivanov]

We're using Jira Software Server and Jira Service Management Cloud, trying to set up a standard flow to enable the users of Jira Software to collaborate with Jira Service Management agents on tickets.

We need the developers to be able to: 

1. view issues in service projects
2. view linked service project issue information in Jira Software projects
3. add internal comments on service project issues

without requiring an agent license for Service Management. 

• There is an existing Application link between Software and Service. 
• The linked issues are visible but require the Jira Software users to authenticate to Service Management to view any issue details. 
• The recommended changes here have been applied
• Two-legged OAuth with Impersonation for application links seems deprecated now, however, replacing 'Three-legged OAuth' is not an available option.

How collaboration between the development teams and support agents can be achieved?

[Alex van Vucht (GLiNTECH) · Accepted solution]

If you have two separate sites, the minimum license to enable dev team members to view and make internal comments on Jira Service Management (JSM) projects is a Jira Work Management (JWM) license. You can add a JWM free plan, which gives 10 free user licenses. I'm pretty sure free JWM users can view and internally comment on paid JSM projects.

If your Jira Software projects are on the same site as your JSM projects, then the Jira Software licenses allocated to your dev team members entitle them to view and make internal comments on JSM projects.

[Ivailo Ivanov]

Is it at least possible for the dev team members to sign up for Atlassian accounts and be given view and comment permissions for Service Desk projects without consuming a license?

[Alex van Vucht (GLiNTECH)]

What you've got is the case if you correctly manage the allocation of Jira Software and Jira Service Management licenses within a site.

The experience will be second-rate while your Jira Software users and Jira Service Management users are on different Atlassian CLoud sites. I recommend merging your JSW and JSM sites to achieve painless collaboration.

[Ivailo Ivanov]

Hello, Alex, is merging sites possible at all between Server and Cloud instances?

[Alex van Vucht (GLiNTECH)]

It is relatively easy to merge Jira Software Server into Jira Service Management Cloud instances: use the Jira Cloud Migration Assistant.

It is not easy yet to do the vice versa. Atlassian has prioritised adding support for JSM Server to Cloud migrations. You can get some configuration across, but, no, as of now, you'd leave most of the service-desk specific configuration behind. Later this year.

You never know, could be an excuse to overhaul how you're doing ITSM, simplify it, start using the Automation feature, maybe even introduce Insight.

Learn more over at https://www.atlassian.com/migration/cloud

[Ivailo Ivanov]

@Alex van Vucht (GLiNTECH) Jira Service Management is not a primary tool for us, while Jira Software is and it would make no sense for us to migrate JSW into JSM. One of the reasons we decided to go for JSM as a service desk tool was the ability to collaborate with teams on Jira Software. As much as I love Jira products this is a huge drawback for using JSM.  

Do you know if it is possible to grant view & comment access to users of JSD Cloud without consuming a license? 

[Jimmy Seddon]

@Ivailo Ivanov I believe the only way for users to have access to JSD issues without consuming a license is through the portal view as "Customers".  You should be able to set things up where you add all of your users to a customer organization and then users should be able to see and comment on any issue shared with members of the same customer organization.

It's on the same as looking at an issue in the issue view, but it wouldn't consume any licenses.

I hope that helps!

[Ivailo Ivanov]

Hello @Jimmy Seddon it does help, yes. I was aware of that possibility but having the team be able to create internal comments and see JSD ticket statuses from their Jira Software would be much more useful and it seems it is a generally available option for the Cloud products but not Server.