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2nd Level Support (Jira Service Desk <> Jira Service Desk)

Sebastian Hesse

Sebastian Hesse Last update: Jan 30, 2019

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

This allows 2nd level agents to help 1st level agents by making internal comments in Jira Service Desk requests from their own Jira Service Desk system.


Public comments made by 2nd level support will be created as internal comments in the 1st level Jira Service Desk system.

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 synchronize projects on separate Jira systems, but the configuration is very similar in both cases.

Set up projects

Firstly, set up the two projects that will be synchronized: Project A and Project B both as Jira Service Desk projects.

Establish the connection

Now, we have to establish a connection between Project A and Project B.

  1. In Project A, click Project settings > Issue Synchronization > New synchronization, and select Synchronize within this Jira instance (you can also synchronize with another instance, but for the moment we'll synchronize within this instance for the sake of simplicity).
  2. On the New synchronization screen, choose the project you want to synchronize to (in this case, Project B):
  3. Assign the synchronization a suitable name, and click Send Request.
  4. To accept the request, open Project B and click Project settings > Backbone Cloud-to-Cloud > in the Actions column, click ... > View Request > Accept Request > Start configuration

Now we've connected the projects, it's time to configure some synchronization settings.

Configure the synchronization

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

  1. On the Issue Synchronization screen, the actions column, click ... > Configure to open up the configuration UI. This brings up the Jira Service Desk scenario selection page. As we are configuring the 2nd level support scenario with Project A as 1st level support and Project B as 2nd level support, choose the relevant Second level support requester option:
  2. On the Issue Types tab, click New Issue Type Mapping. In the dialog select First to Second, and click Next.
  3. On the Edit Issue Type Mapping screen, you can map one or multiple Service Desk request types from Project A to Project B.
  4. The next step is to configure the synchronization of Jira Service Desk customer request types. Start by going to the Fields – Default Values tab.
  5. On the Project B column, click the + button to open up the Create Default value screen. In the Field box, select Customer Request Type, uncheck the All Issue Types box, and map the following Issue Types:
    1. IT Help to the Default value Get IT Help
    2. Purchase to Default value Purchase request
    3. Access to Default value Request a new account.
  6. On the Field Mappings tab, click on Suggestions to map fields. Select at least the Summary and Description fields.
  7. On the comments tab, enable comments and select the Enriched mapping option (so that when comments are synced between your 1st and 2nd level teams, you know exactly who wrote them).

To start the synchronization, click Publish Draft > Start.


Now, comments made by your 2nd level support team will appear as internal comments (made by syncuser) in the 1st level team's Jira Support Desk system, and comments made by the 1st level team will appear as public comments in 2nd level support's Jira Service Desk.

Next steps

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

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