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2nd Level Support (Jira Service Management to Jira)

In this scenario, you synchronize your 1st level support's Jira Service Management system with your 2nd level support's Jira installation:

This allows 2nd level support to help 1st level agents by making comments which are synchronized from their Jira system to the 1st level team's Jira Service Project.

In this scenario, issues are usually created in the Jira Service Project – they can be created on the Jira side, but this is unusual and requires different permissions.

Configuration Guide

Now, we will configure this scenario as a guide. The two sample projects will be configured on the same Jira system: in most real world scenarios, Backbone will integrate projects on separate Jira systems, but the configuration is very similar in both cases.

Configure the synchronization user

  • Add the synchronization user to the jira-service-desk-users group
  • Assign the Service Desk Team role for all synchronized Jira Service Desk projects.

Set up projects

Project Aa Jira projectProject Ba Jira Service Management project

Establish the connection

Now, we have to establish a connection between Project A and Project B – please refer to the guide to creating a new synchronization for step-by-step instructions.

Configure the synchronization

Now, we'll tell Backbone what data to synchronize, and which Jira Service Management scenario we want to use.

  1. On the Issue Synchronization screen, the actions column, click ... > Configure to open up the configuration UI.
  2. On the Issue Types tab, click New Issue Type Mapping to map issue types.
  3. In the dialog select First to Second, and click Next. On this screen, you can map one or multiple request types to a single Jira issue type. In this example, we have mapped the PurchaseIT HelpAccess, and Fault request types to the Task Jira issue type.
  4. On the Fields - Mappings tab, click Suggestions, and tick the Description and Summary field to synchronize them.
  5. On the Comments tab, enable Comment Synchronization, and select the Enriched mapping option (so that when comments are synced between your 1st and 2nd level teams, you know who wrote them). For comment visibility, make sure the internal and public comments are synced to a comment, and the comments for the software project are synced to internal (as in the image below).

To start the synchronization, click Publish Draft > Start.

Now, comments made by your 2nd level support team will appear as internal comments in the 1st level team's Jira Support Management system.

Next steps

Basic configuration is now complete – you can now go further and configure additional Field Mappings.

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