Nortera is a leading North American producer of canned and frozen vegetables, operating multiple facilities across the continent. To keep operations running smoothly, the company relies on Jira to manage a high volume of internal service requests and cross-team collaboration — especially across IT and HR.
The challenge: repetitive work slowing down key processes
Before adopting Elements Copy & Sync, Nortera’s teams faced a major productivity bottleneck: manually transferring tickets from the support project where they had been created into other Jira projects.
Whether it was escalating tickets to other teams, or triggering the creation of multiple linked tickets from an initial onboarding request, the process was time-consuming and error-prone. Each ticket had to be created by hand, which drained resources and distracted agents from higher-value tasks.
“It was tedious and repetitive. It limited our team’s ability to focus on resolving issues quickly.” — Martin Lalonde, Senior Application Support Specialist, Nortera
The solution: automating ticket routing with Elements Copy & Sync
Nortera was introduced to Elements Copy & Sync five years ago by the consulting partner that helped them implement Jira Server. What started as a tactical recommendation quickly became the backbone of their Jira usage — surviving even the migration to Jira Cloud.
Why Nortera chose Elements Copy & Sync:
- Automated ticket creation based on form selections in the Jira portal
- Customizable recipes to clone tickets across projects with predefined fields
- Syncing attachments and comments to maintain full context
- Manual or automatic triggers, depending on the workflow
Tools in use:
- Jira Service Management (for IT support and onboarding requests)
- Elements Copy & Sync (as the glue connecting multiple projects and teams)
Use-case: streamlining onboarding in Jira Service Management
One of the most impactful use cases is employee onboarding, where a single new employee request often results in multiple tasks: user account creation, access to systems, laptop provisioning, and more.
With Elements Copy & Sync, this complex workflow was fully automated:
- HR or hiring managers fill out a request via a Jira portal.
- Based on form fields, linked tickets are automatically created into multiple projects.
- Each related issue goes to the appropriate team (e.g. IT, security, facilities) with predefined fields
- No manual intervention needed from the Support team after intake.
This process significantly reduced lead time and freed up IT resources. What once required multiple manual steps is now handled automatically within Jira Service Management.
The impact: scalable processes across the organization
Nortera has used Elements Copy & Sync since 2019, starting on Jira Server and continuing on Jira Cloud. Adoption has expanded across departments, with HR, IT, and others now relying on it for issue creation and routing.
Outcomes:
- Time saved on manual ticket creation and transfer
- Improved collaboration between IT, HR, and other teams
- Faster processing times for onboarding and internal service requests
- Reduced context loss with synced comments and attachments
- Scalable service delivery, powered by automation
“Elements Copy & Sync is a time saver and provides so much automation in the daily process we wouldn’t be able to work with Jira without it.”
— Martin Lalonde, Senior Application Support Specialist, Nortera
The support experience: reliable, responsive, expert
“Whenever I had issues with the app, support was knowledgeable, quick, and courteous. I’ve always had a great experience with them.”
— Martin Lalonde
From setup to day-to-day use, Nortera has found Elements Copy & Sync stable, flexible, and continually improving. Product updates have followed Nortera’s evolving needs, making it a dependable long-term solution.
Why it matters
This is a textbook example of ESM automation done right. Nortera’s use of Elements Copy & Sync shows how Jira Service Management can power structured service delivery,cross-team collaboration can be scaled without friction, and a single, well-configured app can unlock serious operational value.
Whether you’re handling onboarding, support, or internal escalations, even across multiple Jira instances — automating ticket copy and synchronisation in Jira can transform how teams work.