How to create a linked issue to another jira software (cloud instance)?

[Juvenal Santos]

Hi,

I have a Jira Cloud account (A1) with Jira Software, Service Desk, and Confluence. I can create a Linked Issues from my Service Desk to my Jira Software Projects. Now, I have created another Jira Cloud account (A2) where I have just a Jira Service Desk, and I want to create linked issues from this Service Desk (A2) to my Jira Software Project (A1).

I have configured an AppLink between Jira Software (A1) <-> Jira Service Desk (A2). But when I'm creating a Linked Issue the projects (A1) don't appear to me.

I need to create another Service Desk because I need to restrict the creation of Request Types by Users. But Atlassian said that is not possible.

It is possible to do what I need? If yes, how can I do that?

I appreciate any help!

[Riddhi Shah]

@Sharon Tan Thank you so much for mentioning us.

Hello @Juvenal Santos

As @Sharon Tan mentioned, creating multiple service desk on a single cloud site could be a solution to your problem.

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 within the cloud.

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

[Sharon Tan]

Hi Juvenal, 

If you want to create another service desk to restrict the creation of request types by users, then you could simply create a separate service desk project on your existing Cloud site containing Jira Service Desk (A1) without needing an additional Cloud site (A2) containing Jira Service Desk. 

More info about having more than one service desk project on a single Cloud site:

• Each service desk project has its own customer base. Customers can view all request types on that project's customer portal and email that service desk to create requests. 
• Admins can set project customer permissions (https://confluence.atlassian.com/servicedeskcloud/project-customer-permissions-954239155.html) which are subject to global customer permissions (https://confluence.atlassian.com/servicedeskcloud/set-up-customer-permissions-732528940.html) to choose how customers are added to that project and if they need to sign in before they can view the customer portal/submit requests or send emails to create requests.
• When customers visit your Jira Service Desk Help Center (portal of portals: https://confluence.atlassian.com/servicedeskcloud/customize-the-help-center-954239157.html), they will only see service desk projects they have permission to view. Request types are controlled at the project level.

This would be the best practice without needing Jira Service Desk instance on a separate Cloud site. Agents can participate in as many projects across your Cloud site and are only billed once. 

Outside of that, if you want to set up an entirely different Cloud site containing Jira Service Desk and sync/integrate Jira issues across A1 and A2, you'd need an app providing Jira to Jira integration such as Exalate (https://marketplace.atlassian.com/apps/1213645/exalate-jira-issue-sync-more?hosting=cloud&tab=overview). If we're on the same page, you wouldn't need this though.