How to Automate the Link Between Jira Service Management and Jira Software? Case 3

[Julian Andres Carvajal Bedoya]

Hello community,

I am looking for the best way to automate the integration between Jira Service Management (JSM) and Jira Software, specifically in the following area:

Automatic Ticket responses

• How can I set up an automatic response in the original JSM ticket when the linked Jira Software issue is completed?

The idea is that once the issue reaches the Published or Completed status in Jira Software, the integration between the issue and the original ticket will allow automation to:

1. Recognize in both JSM and Jira Software that the ticket is now ready (completed).

2. Send an automatic response to the customer who created the ticket, prompting them to review and validate the implemented adjustment.

Any insights or recommendations would be greatly appreciated.

Thank you in advance!

[Mit Tolia]

Hello @Julian Andres Carvajal Bedoya ,

Believe automation for Jira will help you achieve your use case. You would need to create an automation rule (either on Jira SW side or JSM side) that just ensures that when the Jira ticket transitions to Done/your desired status, the linked issues (you can also select specific link types this rule is applicable for, so that not ALL your linked issues are automatically closed) also gets closed.

If you have set & configured customer notifications inside your service project (JSM), as soon as the JSM ticket is closed via automation, it will automatically send a notification to the customer with the desired text in the email body.

To be honest, If you are using Atlassian cloud & if you have Atlassian Intelligence turned on, you can simply get AI to create/suggest an automation rule for you.

If you do not have it turned on, alternatively you would need to build the rule out (building the rule with AI is again super flexible) by specifying

1. Trigger (Issue transition to a specific workflow status)

2. Specifying the set of data you want the automation to run on (selecting all the linked issues and optionally selecting specific link types - if you want to specify a link type that the users should be using when linking JSM tickets to Jira SW work items)

3. Action (set the status of all linked issues identified as part of the step above to completed/your desired workflow status as per your JSM workflow configurations)

Hope this helps

Thanks and Regards,

Mit Tolia

[Jim Knepley - ReleaseTEAM]

Hi @Julian Andres Carvajal Bedoya 

I would need to experiment to give you precise instructions, but that doesn't seem like it would be that difficult.

You would link the JSM and Software issues together and apply automation rules triggered by the transition to Published or Completed status. Have the automation identify the linked issues, test if they're in the right state, copy or add comments as appropriate, and transition the JSM to an "all done" state that notifies the customer through the notification scheme.

The biggest challenge I see is getting permissions set appropriately so the automation can access and modify both "sides" of that operation without having excess permissions.

[OpsHub - Enterprise class Integration and Migration Solutions for Jira]

Hi @Julian Andres Carvajal Bedoya

There can be many ways of automating an integration by using APIs, ETL tools, custom scripting but keep in mind set ups can be complex and require significant time and development effort. To make it easy and hassle-free consider using an Atlassian solution partner which use low code configurations. These solutions help with automatic, bidirectional data flow, so updates in one system automatically and accurately show up in the other. 

With such an integration in place, you can:

• Define specific conditions under which data synchronization occurs, such as when an issue reaches a particular status like 'Published' or 'Completed' in Jira, this change is reflected in a corresponding field within the linked JSM ticket 
• Ensure all relevant information, like status, comments, as well as workflows and hierarchies consistently synchronize 
• Customize sync behavior through simple rules and mappings without any custom development 

Once the integration is established, you can go to the JSM UI to set automation rule configuration to send notifications to customers upon issue completion.  

OpsHub, an Atlassian Silver Partner ensures reliable, real-time synchronizations where the data stays accurate, context-rich and traceable.

Here’s a link to download the community edition for free