Link Service Desk to Jira Server

[Service Desk Manager]

I have a situation that I have a helpdesk on cloud and a support board on jira server. It is an absolute nightmare trying to keep them both synchronised and I have over 100 users (most contractors for a couple of hours a week) so buying a cloud licence or a seat dependent licence from a third party is not an option.

Short of me writing my own integration using the Send Web Request, is there an easier way of doing this?

[Syed Majid Hassan -Exalate- · Accepted solution]

HI @Service Desk Manager

This is Majid @ Exalate. 

Writing your own integration will be quite a painful approach to this. There are plenty of apps in the marketplace that will allow you to sync the helpdesk on cloud, to the project on server. Our app, Exalate, does this out of the box and boasts a fully decentralized approach whereby none of the users of one system need any sort of access to the other side to get this going. 

Hope it helps. 

Thanks

Majod

[Service Desk Manager]

Hi Syed.

I have the same challenge with Exalate that I do with Matthias application to do with pricing.

Please see my response to him and come back to me with an answer as soon as possible

Thanks

Steve

[Syed Majid Hassan -Exalate-]

I believe Matthias already answered it quite clearly. There is nothing to add to that in terms of pricing. 

But if you can live with the Basic mode of Exalate, maybe that is a way out - otherwise yes, APIs all the way!

Thanks

Majid

[Matthias Gaiser _K15t_ · Accepted solution]

Hey @Service Desk Manager

You can write your own integration either using Jira Automation or scripts in whatever programming language you want and use Jira's REST API. However as Syed said, I think that's only cheaper in the short term - and I'd also recommend to get an issue sync app to solve your use case.

I'm part of the team behind Backbone Issue Sync. There's no need to script anything - and you can concentrate on your other work.

Cheers,
Matthias.

[Service Desk Manager]

Hi Matthius

Having taken a look at your application there seems to be some question about pricing. 

On Cloud we have 6-8 users in total. This is our front end helpdesk team.

On Jira Server we have > 50 users but many of those are customer logins for different development projects (but these have nothing to do with helpdesk or projects in Jira server that need to be synced)

We only have about 30 users in total and syncing 3 specific project boards that are effectively the development team supporting only the helpdesk (which we may end up simplifying it to 1. We do not need to sync any other project boards as there will be nothing in Cloud to sync those to.

What am I paying for? Only the active users on the projects being synced or all users regardless of project in jira server.

Regards

Steve

[Matthias Gaiser _K15t_]

Hey Steve,

the answer for Exalate and for Backbone is the same. The pricing always depends on the user size of the Jira license you use.

So if your Jira license is for 50 users, you also pay for 50 users for Backbone or Exalate. Atlassian's licensing mechanism always works on the whole Jira instance level and not only the users inside a project or similar.

Cheers,
Matthias.

[Service Desk Manager]

I guess its back to the api's :)

Thanks

[Matthias Gaiser _K15t_]

Then have fun with the APIs and all the best for a good and quick implementation!