Is it possible to do a application link to get tickets from Jira Service Management to Jira?

[astroud]

I am an admin for Atlassian within my organization, and a system I use uses Jira Service Management and I am a customer on there where I can submit tickets for any issues within that system. I am wondering if it's possible to use application linking to pull the data that I am allowed to see on there, and use it to create tickets on my board when me or someone else on my team creates a ticket. It would be nice to make it so that I can link the tickets from there to my Jira tickets so it updates with the current status of the ticket with the top level data. If anyone can let me know if this is possible that would be great!

[Benjamin · Accepted solution]

HI @astroud ,

It sounds like you want to link two systems together so that you can get view ticket information from another system through linking. 

This post covers this scenario:

https://community.atlassian.com/forums/Jira-questions/Can-you-create-issue-links-between-2-Jira-Cloud-Instances/qaq-p/1671876

It should work similarly if your other instance is on-prem instead of cloud. In those cases, you may need to setup an application tunnel for a secure connection between cloud and on-prem.

Hope this helps.

[astroud]

Thank you for helping me look into this, unfortunately I came across this thread while researching but I am only an admin on one of the sites which is why I decided to make a new post. I am a customer on the Jira Service Management so I can only submit and view tickets my team has created. I don't want to connect the two Jira's directly to each other, I just want to pull information about the ticket for what I have access to. My goal is to hopefully automatically create jira work items on my side when I submit one on the service management. I am mainly seeing if this is possible, but if not I can also continue to manually create them too. I was hoping there was some way to use my login from the Jira Service Management to be able to pull basic information such as the ticket key, assignee, and title. But if the only way is that I need to link both ways with another admin, then I will continue to create them manually.

[Benjamin]

Hi @astroud ,

No problem. There maybe a way technically but it will very customize through API and coding. Having Admin access on both sides allow you to tap in and leverage the existing features like jira linking and application links. 

Not a common use case I've come across. It's like being a customer of an external system and linking to an internal system. 

[astroud]

Yeah, I thought that would be the case and was hoping there was some interesting use case in terms of linking. My job role is a bit interesting in terms of how much I can access certain systems, so I have to utilize their customer portal for their system specific to our company to bring up issues. Thanks anyway!

[Dhiren Notani_Exalate_]

Hi @astroud ,

Thanks for putting your question here!

I am Dhiren, one of the Solutions Engineer working at Exalate.

Yes, it is possible to set up an application link between Jira Service Management (JSM) and Jira Software (or another Jira instance) to enable some level of connectivity. However, application links primarily support basic linking and limited context sharing (like issue previews), and do not support automatic synchronization of issue data such as statuses, comments, custom fields, or attachments.

For teams that need deeper integration—especially when working across Jira Service Management and Jira Software in different projects or instances—application links fall short.

That’s where Exalate comes in.

Exalate enables fully bidirectional synchronization between Jira Service Management and Jira, including:

• Status updates (e.g., when an issue transitions in JSM, it reflects in Jira and vice versa)

• Custom fields (including select lists, dates, cascading fields, etc.)

• Comments, attachments, and descriptions

• Issue types, priorities, and assignees

With its flexible scripting engine, Exalate allows you to define exactly what data to sync and how, ensuring each team sees the information in the format they need—without compromising autonomy or security.

If you're looking for a seamless, scalable way to keep your service and development teams aligned, Exalate offers a more powerful and customizable solution than application links.

Thanks, Dhiren