In large organizations, support and development teams often work in separate Jira instances. When an issue requires escalation from customer support to development, ensuring smooth communication and data synchronization is essential. This is the type of situation where Elements Copy & Sync comes into play, enabling teams to seamlessly clone Jira issues between instances.

In this article, we’ll walk through the process of escalating an issue from a Jira Service Management (JSM) instance to a Jira instance and explain how to automate the process.

Scenario: A cross-instance issue escalation

Let’s consider a company, Tellurian, that has two separate Jira instances:

• Tellurian France (JSM instance) → Where customer support operates.
• Tellurian Germany (Jira instance) → Where the development team works.

A customer named Clara encounters an issue with her Air Cleaner product and raises a support request through the JSM customer portal. The support agent, Suzie, identifies the issue as requiring escalation to the development team, managed by Ryan, a developer in Jira Software.

Since the two teams use different instances, Suzie must clone the Jira issue to the development team’s Jira project while ensuring all relevant data is transferred.

Step-by-step guide to issue escalation

1. Customer submits a ticket in JSM

• Clara, the customer, logs into the JSM customer portal and submits a request regarding an update failure on her Air Cleaner device.
• The request is now visible to Suzie, the support agent.

2. Support agent reviews and escalates the ticket

• Suzie receives the request in the JSM queue.
• She reviews the issue, adds necessary labels (product type, component…).
• Identifies the issue as requiring development intervention.
• Changes the ticket status to Escalated.
• Uses the Project Picker to pick the relevant development project (AirCleaner) and confirms escalation.

Behind the scenes:
The configured Elements Copy & Sync recipe automatically clones the Jira issue to the target Jira project, ensuring all relevant details are copied.

3. Developer reviews the escalated issue

• Ryan, the developer, opens the newly created ticket in Jira.
• All information from the JSM ticket (including comments, attachments, and labels) has been copied over.
• Ryan requires additional diagnostic files to investigate the issue further.

4. Synchronizing comments between JSM and Jira

• Ryan comments on the Jira issue, requesting the diagnostic file.
• The comment is automatically synchronized to the original JSM ticket.
• Suzie, the support agent, receives the developer’s request and updates the customer via the JSM portal.

5. Customer provides additional information

• Clara, the customer, uploads the requested diagnostic file via the JSM customer portal.
• The attachment and comment are automatically synchronized to the Jira ticket.

6. Developer resolves the issue

• Ryan receives the diagnostic file and resolves the issue in Jira.
• He transitions the ticket to Done.

7. Automatic status synchronization

• The JSM ticket is automatically updated to Resolved.
• Clara, the customer, sees the status change in her JSM portal without any additional manual updates from Suzie.

How to set up Elements Copy & Sync for issue escalation

To implement this cross-instance issue escalation, follow these steps:

Step 1: Connect the two instances

1. In your source instance (JSM), go to the Elements Copy & Sync.
2. Navigate to Connections.
3. Click Add a remote instance.
4. Paste the URL of the target instance (where the issue should be cloned).
5. In the target instance, go to the Connections tab, review the request, and approve it.

Learn how to clone and sync issues across instances

Step 2: Create a recipe

1. Go back to the source instance and open the app.
2. Click Create a new recipe.
3. Name the recipe (e.g., “Escalate to Development”).
4. Select the target Jira instance.
5. Choose which fields to clone and synchronize:
   • Issue summary & description
   • Labels, components, and priority
   • Comments & attachments
   • Status (for automatic synchronization)

Read how to synchronize issues from Jira Service Management to Jira

Step 3: Configure the project picker for dynamic escalation

1. Enable the Project Picker to allow support agents to choose the correct development project.
2. Configure the project selection so the same recipe can be used to clone Jira issues to multiple software projects dynamically.

Step 4: Automate the workflow with a post-function

1. Go to Jira workflow settings in the JSM project.
2. Add a post-function to the transition (e.g., when changing the status to “Escalated”).
3. Set the post-function to trigger the recipe.
4. Publish the workflow.

Discover how to use post-functions to trigger a recipe

Step 5: Test the configuration

1. Create a test support ticket in JSM.
2. Escalate it using the configured workflow.
3. Verify that the issue is cloned in Jira with all details.
4. Add a comment in Jira and confirm it synchronizes back to JSM.

Why use Elements Copy & Sync to clone Jira issues?

1. Seamless cross-instance communication
   • No need to manually copy data between instances.
   • Support and development teams stay aligned.
2. Automatic synchronization
   • Comments, attachments, and status updates sync in real time.
3. Dynamic project selection with project picker
   • The support agent can pick the correct development project based on the product category.
4. Time-saving & reduced manual effort
   • Eliminates redundant manual updates.
   • Developers get complete context without switching between Jira instances.

Teams can clone Jira issues efficiently, keeping workflows smooth and reducing resolution time.

Final thoughts

Handling issue escalation efficiently is crucial for improving customer support and development collaboration. With our app, organizations using multiple Jira instances can streamline their workflow, improve transparency, and reduce response times.

Want to see it in action? Try Elements Copy & Sync for free now.