can a new on-premise JSD easily link/integrate to existing Cloud Jira products?

[new jira user]

Hi,

New to Jira... "Service Desk" has on-premise install options (server, data-center, docker?)

If post-install, would this (on-premise) be able to be "linked" with already existing Jira cloud products/users/etc? Are there issues to be aware of 2020?

found this doc:

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-how-jira-service-desk-works-with-jira-core-software

seems to mention same server or same cloud site for optimal integration?

and this from 2015:

https://community.atlassian.com/t5/Jira-questions/Sync-between-JIRA-Cloud-and-JIRA-Server-intances/qaq-p/24837

appears to say "cross platform" (server <=> cloud) can be done via 3rd party / marketplace solutions (exalate, issuesync) ? 

and this 2017:

https://confluence.atlassian.com/confeval/jira-service-desk-evaluator-resources/jira-service-desk-cross-platform-and-cloud-to-cloud-integration

thanks!

[Bartosz Ornatowski · Accepted solution]

@new jira user First of all, welcome to the Jira Users family.

There are many aspects to consider to answer all your questions fully, so I will do my best to address those I could understand best.

To start with the basics: I will be discussing Jira Server to Jira Cloud integrations with the focus on Service Desk.

So let's start with a yes - Jira Server can be linked to Jira Cloud via an Application Link. This kind of linking allows both instances to exchange some information between the two. Most popular feature would probably be the ability to link two issues, so that they have some kind of relationship, like: SERVER-10 causes CLOUD-34. This would work like described in: https://confluence.atlassian.com/jiracoreserver/linking-issues-939937913.html#Linkingissues-creatinglinktoissueonanotherjirasiteCreatingalinktoanissueonanotherJirasite

Now, speaking of keeping projects in sync between Server and Cloud - it is not possible out of the box. Some limited synchronisation could however be configured, for example with the use of JSD Server Automation webhooks sent to Jira Cloud should some particular event happen in the Server issue. 

For example, you could set up Jira Server to create an issue on Jira Cloud instance every time someone creates a ticket on server with the word "Panda" in the summary. If the example doesn't seem relevant enough to you, please read more about automation here: https://confluence.atlassian.com/servicedeskserver/automating-your-service-desk-939926334.html#Automatingyourservicedesk-createACustomRuleCreateacustomautomationrule

And the webhooks specifically: https://confluence.atlassian.com/servicedesk/jira-service-desk-4-1-x-release-notes-963663641.html?_ga=2.160613944.402187607.1587339249-1496058138.1587015754#JiraServiceDesk4.1.xreleasenotes-webhooks

If you could elaborate on what kind of integrations you are looking for, the Community here can advise on specific aspects.

Cheers,

Bart

[new jira user]

Hi Bart,

Thank you for the detailed reply and links - as I'm new to Jira software suite, I'm not very familiar with the usage of the products, but it sounds like there are several options available that enable feature sharing from out-of-the-box application links, to some setup via automation rules & web hooks for a mixed platform install 

Have another question along similar lines ;)

Regarding collaboration between users in JSD and Jira software users - several articles seem to say there is 'collaborators' role built-in to JSD that allows for some easy nice features - do these also apply out of box to mixed platform install of JSD & Jira software?

 https://www.atlassian.com/software/jira/service-desk/pricing?tab=self-managed-new  seems to say jira software users can view jira service desk issues/comments

this next link seems to say from JSD agent typing"@userid" to easily involve Jire software user into viewing the JSD issue

https://confluence.atlassian.com/servicedesk024/managing-collaborators-753402629.html

reason for asking is thought i saw some link/article that mentioned cloud-cloud and server-server, but maybe not explicitly server-cloud?

appreciate any assistance with this - thanks!

[Bartosz Ornatowski]

@new jira user 

So one platform will always be best for that.

When you choose one platform everything about collaborators is pretty straight-forward, that is in JSD Project you need to add some group of Users to a Collaborator role and give them Permissions to view or act on tickets while not being agents.

If you have JSD Server and JSW Cloud, then most depends on the license you choose for both and the way you want to communicate with developers in the tickets.

JSW Cloud vs JSD Server user base may be synced via some kind of User Directory, however they will consume a license on both independently. Having said that, a JSW Cloud User may be considered a Customer for Server instance - i.e. will not consume any license, but if you want them to be Collaborators - they will need to consume some sort of license - Jira Core, JSW or JSD

If you are able to get around that, then the rest would work mostly as described in server/server and cloud/cloud set up. Things that may work not as smoothly that I can think of from the top of my head are:

• Issue links are remote issue links in this scenario, so require more clicks to set them up.
• The notifications come from one product only - i.e. Jira Server will email the mentioned User, but the mention will not be visible in Jira Cloud Notifications UI

There is one more feature you may consider, that is Request Participants and Organizations. These features are made for Customer to Customer collaboration, so may not work too well for the Agent - Developer collaboration, but may be worth exploring:

https://confluence.atlassian.com/servicedeskserver/adding-request-participants-939926441.html

https://confluence.atlassian.com/servicedeskserver/editing-and-collaborating-on-issues-939937207.html

Cheers,

Bart