Forums

Articles
Create
cancel
Showing results for 
Search instead for 
Did you mean: 

How to synchronize users from Jira Software to Jira Service Desk

Piotr Dzierżęga
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
December 6, 2019

Hi All,

I just subscribed to Jira Service Desk Cloud and i Would like to connect it to Jira Software (on Prem). I created the application link but unfortunatelly i can't:

a) Link Service Desk Issue with Jira Ticket

b) Can't add "Participants" from Jira Software  to the Jira service Desk Ticket

 

Could you please let me know how i can configure SD to work with Jira software? It could be an link to tutorial (i think i read everything but the tutorials either are out of date because there are different steps or this is not very clear).

(for example this link: https://support.atlassian.com/jira-service-desk-cloud/docs/give-other-jira-users-permission-to-comment-on-service-desk-issues/

I can't see "permissions" under my project settings image.png

2 answers

1 vote
Roman Melnychenko
Contributor
December 13, 2019

Hi @Piotr Dzierżęga ,

 

  My name is Roman and I'm a part of Exalate team. As Earl has mentioned above synchronization would be a good solution in your case. Exalate is one of the tools that can help you in this case. With it's help you will be able synchronize Service Desk and Jira software issues and Participants or any other users fields as well. Please note that you need to have users that you'd like to synchronize over added on both sides in case that is Server to Cloud synchronization. I can show you how this is done in a live demo if you'd like. Also here is a link to Exalate on Atlassian Marketplace: https://marketplace.atlassian.com/apps/1213645/exalate-jira-issue-sync-more?hosting=cloud&tab=overview 

Let me know what you think.


Thanks,
Roman

0 votes
Earl McCutcheon
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
December 9, 2019

Hello @Piotr Dzierżęga ,

For the first point, linking cloud to server, you will need to set up an application link between the two systems.  check out the following KB article that gives a walkthrough on the setup, and once configured gives the option to add a remote linked issue to the local issues:

However for the second point adding a participant from the remote server is not possible.  As the instances and user base are managed separately, as federated instances, and Jira Cloud cannot connect to the servers user base, and vice versa.

Service desk Automation rules can be used to trigger updates based on an changed on linked issues and would be able to do this, BUT they only work when applied on the same instance, so this would not be possible do so through the applink to an alternate instance, as covered in "When, if, and then statements" section of the automation rule documentation for service desk:

A linked issue is transitioned

An issue linked in the same Jira cloud site transitions through a stage in its workflow.

Something that you could look into for this would be to use some sort of Syncronization add-on app that can copy data between the two systems.  Looking at the marketplace the app "Issue SYNC - Integration for Jira" does note having "Server-Server, Cloud-Server and Cloud-Cloud integration" and looks like it could fit your use case and would be a good recommendation to look into further.

Regards,
Earl

Piotr Dzierżęga
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
January 5, 2020

Hi Earl,

 

thank you very much for the answer!.

Piotr Dzierżęga
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
January 5, 2020

Hi Earl,

 

i did the app link between Jira (on prem) and Jira Service Desk (cloud). 

Im able to Link issues From Jira (on prem) to Jira Service Desk (cloud) but im unable to create Issue From Jira Service Desk (cloud) to Jira (on Prem). In both systems i can see that the App link is created.

DO you know by any chance why? (on both systems im an administrator).

image.png

Earl McCutcheon
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
January 7, 2020

Hi @Piotr Dzierżęga ,

You will not be able to create the issues cross platform unfortunatly.  In the same way the transitions cannot be executed cross platform, the create issue action is technically a transition but a special one that transitions from a nonexistent starting location to the first status. 

When the systems are connected via the app-link you can create a issue links between the systems but you cannot create an issue on the remote system.  This is also a feature we are tracking interest in at the following two links for the Server and Cloud platform respectively, make sure to add your vote to help in new feature prioritization efforts:

Regards,
Earl

Suggest an answer

Log in or Sign up to answer
TAGS
AUG Leaders

Atlassian Community Events