How can I create/map an issue from jira service desk 3.10.1 to Jira Software 7.7.1

[JIRA DNBCB]

We have installed Jira Software Version 7.7.1 in a Virtual machine and Jira Service Desk Version 3.10.1 installed in another virtual machine.

Customer logs an issue using the customer portal in Jira service desk and the service desk agent is able to view the issue from the Jira service desk application.

But we need to view/map the issue logged in service desk in the Jira software, so that they can be effectively managed in Jira software.

Please provide a solution to overcome this issue. Let me know if further information is required.

[Matthias Gaiser _K15t_]

You could use an issue sync solution for it. You configure the solution to your needs so that all (or only some) tickets from the service desk get synchronized to the Jira Software project. This blog entry or help article describes such a scenario.

Being a member of the Backbone Issue Sync team, I'm also happy to offer you a demo. If you're interested, let us know via support@k15t.com.

[JIRA DNBCB]

Dear Matthias,

Thank you so much for the prompt response.

Could you please tell us where this backbone issue sync should be installed/deployed?

Should it be on the JIRA Service Desk installed server or the JIRA software installed server?

[Matthias Gaiser _K15t_]

You install & license it in both Jiras and configure everything in one instance.

Most of our customers configure Backbone in the internal Jira instance which would be your Jira Software as far as I understood.

There is also an alternative that you only install it in one Jira, but you still have to get a license for each connected Jira. We recommend this method only in cases where you have installation restrictions in the other Jira.

[JIRA DNBCB]

Thank you for the response.

Will atlassian provide support for Backbone since i understand it is not a product of atlassian and a third party add-on.

[Matthias Gaiser _K15t_]

You understand it correctly. Backbone is a third party app by K15t Software in Germany. Therefore we provide support for our app. We are also in close contact with Atlassian and work together for giving you the best experience.

[JIRA DNBCB]

Dear Matthias,

Could we have a contact where we can reach you to discuss on the Backbone add-on implementation? We need to understand how the licensing policy works and what is the best practice to implement backbone to suit our needs.

[Matthias Gaiser _K15t_]

Of course, please write a mail to support@k15t.com and mention our thread here. We are happy to arrange a web session then.

[Francesc Arbó]

In order to link issues from two different Jira instances you can:

• Federate both instances: https://confluence.atlassian.com/enterprise/federating-jira-managing-multiple-instances-461504624.html
• Link them via API.