How to update ticket status from one instance to another

[Ghata Singhal]

We have 2 Jira instances.

When a user creates a ticket in 1 instance (Ins A), the ticket details are captured in an email and emailed to another project in the other instance (Ins B).

Once the ticket is created in Ins B, agents start working on the ticket. 

The requirement is that everytime there is an update on the ticket in Ins B, the update should also reflect on the ticket created in Ins A.

Is there a way around this?

PS: We are also open to cloning tickets in another way (not through email, as we do currently), if it helps us with updating the ticket status/comment updates.

[Rudy Holtkamp · Accepted solution]

Hi @Ghata Singhal ,

You can do this more easily via Jira automation.

In site B you can create an automation rule which listens to a webhook and create the update/a new issue with the provided payload. 

In site A you create an automation rule that triggers on a certain event (e.g. a change of status) this rule will then call the webhook of site B with a payload of the change & (very important) the original key of the issue.

This key is used in the first rule to determine if there is already an issue with that key, if so it will create the comment, if not it will create a new issue with all the info you provided in the payload.

[Ghata Singhal]

Thank you for replying.

I figured webhooks would a way around this problem. Is there any detailed use case with solutin for refeence? I have never worked on webhooks before and seems a little complicated rn.

[Rudy Holtkamp]

I'm sorry I don't have a detailed use case typed out.

[Umer Sohail _K15t_]

Hi, @Ghata Singhal  Thanks for the question. This is Umer, Product Marketing Manager for Backbone Issue Sync. 

As mentioned by my colleague above, one way of doing this is by creating Jira automation and using webhooks to create an update.

Another way to make sure all your tickets are automatically cloned and any changes are always synced across all instances is using a Jira issue sync app, like Backbone Issue Sync. 

Once you've connected the two instances using Backbone, and set up the uni-directional sync from Instance B to A in your case, any changes made to the ticket (and the synced fields) on Instance B will automatically be updated on Instance A. 

For further information on what Backbone offers, please go through our landing page, documentation, or try out a 30-day free trial. 

Or simply reply here if you have more questions :) 

Happy Collaborating! 

[Clara Belin-Brosseau_Elements]

Hello @Ghata Singhal

I feel this solution could work to solve your use case:

• First step is to automatically clone the issue from Instance A to Instance B 
• Second step is to automatically keep the two issues in sync so that they are bot updated every time there is a change

You can do this really easily by using our app Elements Copy & Sync that allows you to clone Jira issues with all their content (summary, description, custom fields, comments, attachments, etc) and keep them in sync.

You can check our guide here.

The app is for free during 30 days (and it stays free under 10 users).