How to sync tickets from JIRA Service mangement Cloud to external ticketing system?

[Dhia]

Hello, 

we have an external partner with whom we frequently work on specific type of issues.

We recently migrated to Jira SM Cloud. 

We want to sync tickets from our system to External partner system so that: 

- when we escalate ticket type A for example, this creates a ticket in Partner's system

- when there partner's ticket is resolved, this resolves our ticket in our system

- when partner closes tickets, this adds a comments to our ticket. 

Such a need, how can we do it? 

All ideas are welcome!

Thanks

[Evgenii · Accepted solution]

Hi, @Dhia 

You can use combination of Jira Automation (Webhook) and REST API.

Workflow will look approximately like:

1. Issue created in Jira SM. 

Automation triggers on Issue Created event and pushes data (summary, description, issue key) to external webhook

2. When ticket is resolved, external system through REST API of Jira SM changes status of issue, using recieved issue key.

3. 2 options available:

- external system adds comment through REST API, using issue key

- Automation in Jira SM adds comment to closed issue

[Dhia]

Hello and thanks a lot for responding @Evgenii 

I think this is the most realistic way to do it. But I am discovering webhooks, not familiar with them * newbie issues*

I still have one question about REST API from external system: 

* how to update ticket with comments done in external system when it's done? 

[Evgenii]

@Dhia 

It's made by POST request to 
https://your-domain.atlassian.net/rest/api/3/issue/{issueIdOrKey}/comment

For more information with body structure you can use documentation and examples, located here:

https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issue-comments/#api-rest-api-3-issue-issueidorkey-comment-post

[Katarzyna Szumilas_Deviniti_]

Hi @Dhia

If you are open to using 3rd party app, the described use case suits our new product Issue Sync Lite perfectly:

• the app securely connects two Jira Cloud instances or restricted projects within one instance
• it automatically creates, copy data, and updates tickets in another project

• you can set custom JQL parameters to trigger issue synchronization when ticket A reaches a given status (for example it has been escalated)

• you can synchronize workflows and define what should happen with ticket A when ticket B is transitioned

• Issue Sync synchronizes comments and attachments and can be combined with automation 

Issue Sync is free of charge and easy to set up and maintain. If you would like to see how it works, our team will be happy to arrange a short demo for you - Calendly.

[Dhia]

Hello, I think you misunderstood the problem:

What I'm aiming to do is to sync JSM with 3rd party ticketing system, not to sync between 2 jira systems :)

[Katarzyna Szumilas_Deviniti_]

Hi @Dhia

Oh, my apologies. Unfortunately, I'm not able to help you with that case but good luck with finding the solution to this problem! :) 

[Eitzaz Haider]

@Evgenii  

do you know the  way to sync the data and status of two different JIRA accounts in two tenants. Customer wants to know whether our JIRA account could sync with theirs, so that they can create a ticket in their JIRA and our JIRA account would receive it. What type of account do we need to achieve this?

[Evgenii]

Hi, @Eitzaz Haider 

It is possible. It can be done with workaround like in first answer, using REST API (sync script in the middle), or external application.

Or, you can make it with Jira Automations, by sending Webhook requests from one Jira to another, when issue is created.

[Eitzaz Haider]

thank you @Evgenii  

[Syed Majid Hassan -Exalate-]

HI @Dhia

This is Majid @ Exalate.

I am not sure what ticketing system the other side uses, but basically you have 2 options i.e. the DIY approach using REST API and webhooks, or an integration app that supports the other system. If the other tool is one that is supported by Exalate, then this integration would just work out of the box. 

I am happy to discuss this further, but need some details of what system you are connecting to. 

Thanks

Majid