How can I link my Service Desk to my developer's JIRA Software?

[Michelle Emson]

Scenario: 
I have a third-party development shop working on a web application. They are managing our project with JIRA Software and Confluence on their own account and domain: i.e.  mydeveloper.atlassian.com

I have Service Desk running on myorganization.atlassian.com and would like to link it to the developer's project. 

Primary Reason:
We will handle end-user support via our Service Desk but, if the issue requires developer intervention then I would like to be able to send the issue to the JIRA Software backlog.

It would also be good to permit my developer's project manager to view our support tickets and contribute to our knowledge base.

I'm new to Service Desk so I apologize if there is an obvious solution.

[Gabriel Senna]

Hi Michelle,

Due to the fact, that you are talking of 2 different instances, it's not that simple.

To allow other user, like you said, the developer's project manage to view your tickets, it would be necessary for him to be an user in your instance. This way he would be able to access your projects.

Regarding to this connection, between issues from the two instances, I would recommend you to try the below add-on, to confirm if it helps. Natively, it's not possible to have to both instances, without the users being an user in both of them.

https://marketplace.atlassian.com/plugins/com.k15t.backbone.backbone-issue-sync/cloud/overview

[Michelle Emson]

Hi Gabriel!

Thank you for this! That plugin looks as if it will do the trick. 

I'm hoping that given that my development team already have licenses, that I will not have to purchase additional licenses on my instance. 

If this extension would allow me to curate and push issues to the development team (end-user issue descriptions are rarely useful to developers!!) then this could be a workable solution for me.

[Deleted user]

Hi @Michelle Emson,

I'm Tom from the Backbone team at K15t Software.

Backbone would allow you to synchronize your issues over to the developers in the other instance, and you could also configure things so that the updates they make are automatically synchronized back over to your instance, if you so wish.

If you'd like to see Backbone in action – including an example configuration –  take a look at the Backbone crash course video: https://www.youtube.com/watch?v=EjuVazs0UIU

If you have any questions about Backbone, please contact us at support@k15t.com and we'll be happy to help.

Cheers, Tom.

[francis]

You can also have a look at Exalate which is available on the marketplace.
Escalating issues from one issue tracker to the next is part of its DNA and covers Jira Service Desk to Jira Software (and many other cases)

With her flexibility, implementing advanced escalation paths is always possible.

Francis

[Michelle Emson]

Great! Thank you, Francis!

I will evaluate both solutions and post back here on my assessment for the benefit of others.