How to escalate issues from JSM to Jira on another tenant?

[Patrick McGuirk]

Hello. We have a client using JSM for their level 1 & 2 support center. They would like to escalate tickets to us for Level 3 support (problems that require a coding fix). Ideally they would use automation rules in their JSM and then programmatically send these to our Jira tenant. Is there built-in support for this? I can see how it would be possible with the "send web request" automation feature can the "Create Issue" Jira API, but I am unsure how these can be configured together without custom programming.

[ELFAPP Technologies]

Hi @Patrick McGuirk 

You are correct to use the send web request. Just generate an API token you can use to authenticate to the target tenant from the source. Then you can do whatever you want like creating the issue. Other than this, you can use Jira webhook to listen for when level 1 & 2 requests are created in tenant 1 and receive that information on tenant 2 using Jira automation "incoming webhook". This post shows you how you could create such rules.

[Patrick McGuirk]

While these options work to send plain text information between systems, then passage of inline images and attachments is not possible. 

[Joseph Chung Yin]

@Patrick McGuirk 

Welcome to the community - Are you stating that your client using JSM product is not on the same site where the Jira application software project is located at?

If so, then it is my understanding that from the JSM side, they can use automation rule to use send web request action to get the JSON payload to your targeted Jira application end.  Then custom development will need to be done on the Jira application end to process the JSON payload and then create the issue.  NOTE - you will also need to determine on how you can keep the data in sync between their JSM with your Jira application.

However, if both JSM and Jira are hosted within the same site, then it is straightforward process for Jira issue creation and linking it back to the JSM issue all using automation rule setup.  In this case, you don't have to use "send web request" action based on my experience.

Please advise and hope this helps.

Best, Joseph Chung Yin

[Patrick McGuirk]

Correct - the JSM & Jira tenants are distinct and owned by different companies.