How can I integrate Servicedesk and Software in the cloud?

[Árpád]

I have Jira Servicedesk and Jira Software in the cloud. I would like to add a new Software issue from the Servicedesk cloud. How can I do it? How can I transfer a Servicedesk ticket to the new Jira Software issue?

[Riddhi Shah]

Hi @Árpád ,

This is definitely possible and a common use case for synchronization.

I'm part of the Exalate team, an issue synchronization app. You can find out more about Exalate here.

To demonstrate how this could work for you, I've added a recording with a similar case. Here we have a real-time sync set up between Jira SD and multiple development projects:

https://docs.idalko.com/exalate/display/ED/Service+Desk+to+multiple+projects

By the way, if you want to see Exalate in action, feel free to book a demo.

If you have any questions: shoot!

[Petter Gonçalves]

Hello Árpi,

I understand that you are looking for a way to move issues from an SD project to a Software project or create new issues in a Software project directly from a Service Desk project. Is it correct?

Basically, both JIRA SD and JIRA Software are two sets of functionalities that runs over the same base application: JIRA Core.

That being said, you can move issues from Service Desk projects to JIRA Software by simply click on ... > Move as you can see in the screenshot below:

Also, you can create issues in the Software project using the + button even if you are in the SD, optionally linking both using the Link issue button:

To perform such actions, you just need to have the create issue permission on both projects. Preferably, you also can have the Browse Projects permissions on both projects to access/display the issues.

Let me know if these are the features you are looking for.

[Árpád]

Dear Petter,

Thank you for your answer but I think I was misunderstood. I have a Jira Servicedesk. I get a user question but I see that it is not servicedesk task. I want to transfer or create a new issue in Jira Software from Jira Servicedesk, without login Jira Software. I want to see all Project that Jira Software has in the Jira Servicedesk and create a new issue into a Jira Software project. Is it possible?

[Petter Gonçalves]

Hello Árpi,

Thank you for your explanation.

About this statement:

I want to transfer or create a new issue in Jira Software from Jira Servicedesk

This can be easily done by going to the Service Desk issues and clicking on Move, selecting any JIRA Software projects you want the issues to be transferred to, just like I mentioned previously with more details in this documentation.

However, you mentioned this:

without login Jira Software

This makes me believe you are talking about a JIRA Software application in a different instance (Site). Is it correct? Or are you talking about a JIRA Software project in the same site that you have your Service Desk, but don't want to provide any permissions to the JIRA Software project?

If you are talking about a JIRA Software on a different instance, I'm afraid the answer would be that you don't have an easy way to transfer your issues directly from the Service Desk project, but only by exporting a CSV file with the issues and following the steps in the documentation Importing Issues to import it in the new instance.

Additionally, if you are using JIRA Software in a different site, I think you can consider having both in a common site, so this kind of integration would be much easier to be performed and have both teams (Software and SD) working closer to each other.

Let us know if this information makes sense to you.

[Árpád]

Hello Petter,

The Jira Software and Servicedesk are different sites. I tried to create an issue in Servicedesk and move but I saw only Servicedesk projects and I did not see the Jira Software projects. Do you have any idea what is the problem there?

The two system (Jira Servicedesk and Software) are connected with each other.

[Petter Gonçalves]

Hello Árpi,

Thank you for the details you provided.

As I explained in my last answer, even if you connect both instances through Application links, you don't have an easy way to transfer your issues directly from the Service Desk project to a Software project in a different instance, but only by exporting a CSV file with the issues and following the steps in the documentation Importing Issues to import it in the new instance. This is not a problem but a limitation of JIRA.

That being said, there's an app called Backbone Issue Sync for Jira that provide you with the ability to copy that same issue in a different instance and keep all the changes synced with the one in Service Desk, so you can optionally delete the Service Desk issue or keep it open to track the progress of the Software team in the Service Desk issue.

Let me know if you still have any questions.

[Matthias Gaiser _K15t_]

Hi @Árpád,

@Petter Gonçalves explained a variety of different options.

Another option could be that you migrate one of your Jiras, so that they're both in the same Jira Cloud instance. Then you could simply use the move functionality, Petter explained.

Having said that, I want to thank you, @Petter Gonçalves, for recommending Backbone Issue Sync. I'm working for the team behind it - and you could use our app to solve your use case like he described. To be fair, there are also other issue sync apps from which you can choose.

Cheers,
Matthias.