Hello everyone,
We have the following:
As you might image, the problem is the constant manual updates. At the moment this is not much but we expect other clients to request this visibility as well. Please keep in mind that updates can go both ways (so if our client provides some information, we pass that on to our service provider).
What would be the easiest way to automate this process?
Our current idea is to try and use the emails that JSM sends as notifications when requests are created and updated in order to do something in the system (create a user with a unique email address just for this use case). The problem is that we can not find any useful information/documentation that would help us achieve this.
Any other suggestions on how to solve this are welcome. Please keep in mind that we would like to avoid hard integrations such as API, integration tools or plugins, of course, if you think there is a simple and easy solution that does use one of these methods please let us know.
Integrating two Jira Service Management (JSM) instances in Jira Cloud can be accomplished by leveraging Jira's powerful Automation Rules feature. While the integration typically involves APIs, you can achieve the majority of the integration using automation alone, without needing to write custom scripts or handle API calls directly.
Here’s a step-by-step solution on how to set this up using Automation Rules:
First, we’ll create an automation rule in the first JSM instance (Instance A) that will trigger an action when an issue is created or updated.
Trigger:
Condition (optional, based on your use case):
Issue type is 'Incident'
.Action:
Set the request method to POST (to create a new issue).
Set the URL to the Jira REST API endpoint of Instance B, e.g., https://your-instance-b.atlassian.net/rest/api/2/issue
.
Include the necessary headers for authentication (using an API token or OAuth):
Authorization: Bearer <API_TOKEN>
Content-Type: application/json
In the body of the request, map the data from Instance A to the corresponding fields in Instance B. For example:
{
"fields": {
"project": {
"key": "PROJECT_B"
},
"summary": "{{issue.summary}}",
"description": "{{issue.description}}",
"issuetype": {
"name": "{{issue.issuetype.name}}"
},
"priority": {
"name": "{{issue.priority.name}}"
}
}
}
This will ensure that when an issue is created in Instance A, the relevant information is passed to Instance B to create a new issue there.
Advanced Actions (optional):
You can set up a similar automation rule in Instance B to handle incoming requests or synchronize updates. For example, if an issue in Instance B needs to update or close an issue in Instance A, you can follow these steps:
For secure communication between the two instances:
Authorization: Bearer <API_TOKEN>
).I hope this helps!
Kind Regards
Utkarsh
Hello @Utkarsh Agarwal
Thank you for the suggestion. This is a great solution.
However, as I mentioned, we would like to completely avoid using API.
FYI, for now we decided to go with the option of only creating the tickets, not updating them using email. It is enough for now, for later we have plans for a more concrete integration.
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