Collaboration between 2 separate business units ( companies) whis use jira service management

[Pavol Ballon]

Hi,

we are solving issue how to communicate between 2 separate companies which are not connected and every of them use Jira service management. I explain it on one example.

1. We are using Jira service in our team for L1 support of our customers. (Team have several members). If they cannot solve the issue, we have L2 internal support where advanced people solve issues. We use Jira service for communication with customer and Jira project management when issues are for solving L2 to keep ticket and communication separately.
When L2 don’t know to solve the issue, we have L3 support. It is another company which in another country not connected to us with separate Jira team.

2. We want to find solution for writing the ticket in L3. They want to give us access to their Jira (but only one access for our company). Does it exist some solution to have this Jira connected and have access for our people to see and write tickets to their Jira and don’t have separate accounts and users. Like communication between two teams and manage directly thru two teams. Is something like this possible?

[Dave Mathijs · Accepted solution]

Hi @Pavol Ballon welcome to the Atlassian Community!

There are several (paid) third-party apps available to integrate sync between two JSM instances:

• Exalate Jira Issue Sync, Automation & More
• Backbone Issue Sync for Jira
• Issue Sync

You won't be able to do this natively within JSM.

[Matthias Gaiser _K15t_]

+1 to what @Dave Mathijs said.

I'm part of the team behind Backbone Issue Sync - feel free to book a demo with us from our webpage. 

[Mathieu]

@Pavol Ballon  I work for Exalate:

Which is a synchronization solution that can provide your L1, L2, and L3 teams with the connection solution they need. The intention here is to bridge tickets and communication between separate Jira instances - even when these instances belong to different companies in different countries.

When an issue escalates from your L1 or L2 teams to the L3 team, you can use Exalate to copy that issue over to the other company's Jira instance. Afterwards, your teams and the L3 team can manage their own Jira instances independently while staying up-to-date with the latest information. All changes made to the copied issue on either side will be mirrored on the other side.

Exalate enables you to customize what information is shared and how it's processed, providing you with control and flexibility over your inter-company interactions. Ultimately, Exalate can help you maintain seamless collaboration between your teams and the L3 team without needing to manage separate accounts and users.

It provides robust syncronization capabilities and you can granuarly decided what you want to send to the other side and how you want to apply receiving information. Hope to have helped you

[Diana_Architect_ZigiWave]

@Pavol Ballon hello and welcome. I'm just gonna add another possible solution you for you to check on the Atlassian Marketplace - ZigiOps. it's fully no-code integration solution that allows you to connect your L1,L2,L3 teams and automate the data exchange between them. It does not store any of the data transferred and you can customize it to fit various Jira Service Management use cases. Feel free to look at it and even give it a try with the free trial. 

Regards, Diana (ZigiOps team)