TL;DR
Automated ticket routing: Nortera uses Elements Copy & Sync to clone and route Jira tickets across IT, HR, and other projects without manual re-creation.
Onboarding on autopilot: A single Jira Service Management request spins up linked tickets in multiple projects (IT, security, facilities), each with predefined fields.
Context preserved: Comments and attachments stay synced between linked work items, so no team loses information along the way.
Survived the Cloud migration: In use since 2019, Elements Copy & Sync carried over from Jira Server to Jira Cloud and expanded across departments.
Outcome: Shorter lead times, freed-up IT resources, and service delivery that scales through automation instead of manual steps.
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.
What slows down cross-team ticket handling in Jira?
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
How do you automate ticket routing across Jira projects?
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 did Nortera choose 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)
How do you automate employee 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.
What results did Nortera get from automating Jira tickets?
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
What is the Elements Copy & Sync support experience like?
“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 does ticket automation in Jira Service Management matter?
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.
Try Elements Copy & Sync for free today
Frequently asked questions
Couldn’t find what you need?
Elements Copy & Sync uses customizable recipes that clone a source ticket into one or more target projects with predefined fields. Nortera triggers these from form selections in the Jira portal, so a single intake can generate several linked work items, each routed to the right team without manual creation.
With Elements Copy & Sync, you define a recipe that maps which fields, comments, and attachments to copy, then set it to run manually or automatically. At Nortera, escalations and onboarding both rely on this to clone tickets across projects while keeping full context, instead of recreating each one by hand.
A hiring manager fills out one Jira portal request, and based on the form fields Elements Copy & Sync automatically creates linked tickets in multiple projects (IT, security, facilities), each with the right predefined fields. The support team doesn’t intervene after intake, which cut onboarding lead time and freed up IT resources.
Yes. Elements Copy & Sync keeps comments and attachments synchronized across linked work items, so when one team updates a ticket the others see the same context. This Jira issue sync removes the context loss that usually comes with copying tickets between projects.
Nortera has run Elements Copy & Sync since 2019, starting on Jira Server and continuing on Jira Cloud through their migration. The same copy and sync automations apply to onboarding, support, and internal escalations, even across multiple Jira instances.