Integration with Jira Service Management on cloud automation

[Triumph Support]

Hi Support,

We got our Jira Software installed on-premise server, and Jira Service Management on cloud. I have integrated them and I can link the issue between them.

But how can I create a ticket or an issue automatically in Jira software when there is a ticket coming into Jira Service Management? I checked the automation in porject settings, it can only create issue in the project in Jira Service Management, I can't find the project in Jira Software.

Do I need to get the cloud version for Jira Software as well to achieve that?

[Ste Wright · Accepted solution]

Hi @Triumph Support 

You can do this - but you'll need to use webhooks, rather than other more basic Actions like Create Issue.

This is because even though the two instances are linked, they're still two separate instances. Similarly, the "Automation" feature will need to be active on both instances (this is native to Cloud, but is only native to Jira DC v9.0 onwards).

I'd check out this article which is a good place to get you started on this rule: https://community.atlassian.com/t5/Jira-articles/Automate-Issue-Creation-from-one-JIRA-instance-to-another-JIRA/ba-p/1439079

Note: If you had Jira / Jira Service Management active in the same Cloud instance, then this would be much simpler - and you wouldn't need webhooks, etc.

Ste

[Triumph Support]

Hi Stephen,

Thanks for your answer, so our Jira Software is 8.13.2 at the moment, so if I upgrade to 9.0 or later version, it will work. Am I right?

[Ste Wright]

Hi @Triumph Support 

Yes - as long as you have Jira Data Center, not Jira Server (these are two different products)

See the release notes for this here: https://confluence.atlassian.com/jirasoftware/jira-software-9-0-x-release-notes-1142227613.html#JiraSoftware9.0.xreleasenotes-jira_automation

Ste

[Triumph Support]

Thanks, I think we will go for cloud version, ours is Jira Server.

One more question, I checked the pricing page, it said standard version is for single project on automation, is that meaning I need to go for premium version if I want to do the automation through Jira Service Management and Jira Software?

Thanks.

https://www.atlassian.com/software/jira/pricing

[Ste Wright]

Hi @Triumph Support 

Automation Rules can be two different types:

• Single Project: Automation Rules within one Project - these do not count towards your execution limit 
• Multi-Project/Global: Rules which are applied to multiple Projects, or Globally across all Projects

However, for your specific use case - i.e...

• If a ticket is created in JSM Project A
• Then clone the ticket into Jira Project B

...you can still do this using a Single Project rule, using the Actions Create Issue / Clone Issue, if the rule is applied to Project A.

---

If you do want to use Multi-Project / Global rules for other automation rules, there are limits for all plans, not just Premium/Enterprise - you can view these limits...

• By clicking on the Automation hyperlink on the pricing page (in the left-hand column)
• On this help page - Explore Jira Cloud Plans

In summary, the Multi-Project/Global monthly limits are...

• Free: 100 executions per product (eg. 3 products = 300 executions)
• Standard: 500 executions per product
• Premium: 1000 executions per product, per user (eg. 1 product, 100 users = 100,000 executions)
• Enterprise: Unlimited

You can view how executions are counted towards your usage on this help page: https://support.atlassian.com/cloud-automation/docs/how-is-my-usage-calculated/

Ste

[Mathieu Lepoutre _Exalate_]

Dear @Triumph Support 

There are a variety of approaches that you may consider for addressing your requirements. Two options that stand out as particularly viable solutions include using webhooks or utilizing Jira automation.

Please note that the solution that you are looking for may not be able to be achieved by basic linkage out-of-the-box. However, by leveraging webhooks or Jira automation, it may be possible to achieve the desired outcome. Both options offer the potential to create a seamless integration between different systems and provide the necessary level of automation to meet your specific requirements.

I am writing to introduce you to Exalate, a solution I have the pleasure of working with as a pre-sales engineer. Exalate is specifically designed to address the needs of businesses and organizations that require bidirectional synchronization between different systems.

If you would like to see a customized demo of the product, please book a slot.

Thank you in advance and kind regards,

Mathieu Lepoutre

[Diana_Architect_ZigiWave]

@Triumph Support hi! Indeed, you can use webhooks. There are other options, also. Some 3rd party solutions can help you resolve your use case. If you're willing to look at such an approach, check out ZigiOps. It's an out-of-the-box integration solution. It can connect bi-directionally your Jira instances without the need of writing a single line of code, sync their data and automate crucial tasks/activities. If you're interested to know more, you can even book an explanatory demo to see ZigiOps in action. 

Regards, Dian (ZigiOps team)