# Multilevel support sync B2C2C on 2 project on 1 instance

**URL:** <https://community.exalate.com/t/multilevel-support-sync-b2c2c-on-2-project-on-1-instance/4845>\
**Category:** General Questions\
**Tags:** exalate, migrated\_question\
**Created:** [November 4, 2024, 7:27am UTC](https://community.exalate.com/t/multilevel-support-sync-b2c2c-on-2-project-on-1-instance/4845 "2024-11-04T07:27:14Z")\
**Posts on this page:** 3\
**Page:** 1

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**Author:** ![xl8bot](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/xl8bot/32/324_2.png) [@xl8bot](https://community.exalate.com/u/xl8bot)\
**Post date:** [November 4, 2024, 7:27am UTC](https://community.exalate.com/t/multilevel-support-sync-b2c2c-on-2-project-on-1-instance/4845/1 "2024-11-04T07:27:14Z")

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_Originally asked by Marc Kraak on 06 September 2021 [(original question)](https://oldcommunity.exalate.com/questions/30052001)_

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Hi, we have defined to projects in Jira, one for our customer to support their customers and one for us to support our customers. So there are multiple levels op customers. When our customer is not able to help their customer then they set the status to “3rd party support” Then a ticket is created in our 2nd project and gets the status “open”. I will describe the desired behavior below

helpdesk 1 : helpdesk 2

when set to 3rd party support -\> create a ticket on helpdesk 2  
when tickets are closed -\> close on helpdesk 2 as well

Nothing else that can happen on helpdesk 1 should change something on helpdesk 2, but…

helpdesk 2: helpdesk 1  
when set to “customer feedback”: set helpdesk 1 to “in progress”  
when set to “done”: set helpdesk 1 to “done”  
when set to any other status on helpdesk 2: no change in status on helpdesk 1

comments “when shared with customer” should be synced between the 2 helpdesks

Some advise would be very helpful

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**Author:** ![xl8bot](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/xl8bot/32/324_2.png) [@xl8bot](https://community.exalate.com/u/xl8bot)\
**Post date:** [November 4, 2024, 7:27am UTC](https://community.exalate.com/t/multilevel-support-sync-b2c2c-on-2-project-on-1-instance/4845/2 "2024-11-04T07:27:15Z")

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_Answer by Marc Kraak on 16 September 2021_

Hi Ariel Aguilar this link [https://docs.idalko.com/exalate/x/E4BWAg](https://docs.idalko.com/exalate/x/E4BWAg) cannot be accessed by me (anymore). I need to login but don’t have credentials. Credentials for [support.idalko.com](http://support.idalko.com) or [community.exalate.com](http://community.exalate.com) don’t work there.

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<div class="post-metadata">

**Author:** ![xl8bot](https://dub1.discourse-cdn.com/flex018/user_avatar/community.exalate.com/xl8bot/32/324_2.png) [@xl8bot](https://community.exalate.com/u/xl8bot)\
**Post date:** [November 4, 2024, 7:27am UTC](https://community.exalate.com/t/multilevel-support-sync-b2c2c-on-2-project-on-1-instance/4845/3 "2024-11-04T07:27:16Z")

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_Answer by Ariel Aguilar on 10 September 2021_

Hi Marc,

It is not really specified the instances you are using, but assuming is Jira Cloud or server, for the first part when you set “3rd party support” you can configure a trigger based on JQL to be executed, so it will create a ticket. For more information, you check this out:

[https://docs.idalko.com/exalate/x/XZArAQ](https://docs.idalko.com/exalate/x/XZArAQ)

Then, you can configure a trigger issue transition based on the value of the remote issue status, so when it gets closed it will replicate on the other side as:

[https://docs.idalko.com/exalate/x/jgAT](https://docs.idalko.com/exalate/x/jgAT)

Then, to map the multiple workflow orchestrations you can refer to:

[https://docs.idalko.com/exalate/x/E4BWAg](https://docs.idalko.com/exalate/x/E4BWAg)

Lastly, I will leave an article to sync comments here:

[https://docs.idalko.com/exalate/x/IgB1Aw](https://docs.idalko.com/exalate/x/IgB1Aw)

Kind regards,

Ariel

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