Jira Image of the Day: Linking Jira Service Management Requests to Jira Issues

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Concept Relates To

Application Type	Jira Work Management, Jira Software, Jira Service Management, Jira Core, Confluence
Deployment Type	Jira Cloud, Jira Server, Jira Data Center

What is shown?

The process of linking a Jira Service Management request to a dependent Jira issue and some related Confluence pages.

What can we learn?

Here’s a question I get asked a lot. “If we adopt Jira Service Management, how do we manage those requests in conjunction with other Jira issues?” It’s easier than it sounds! Here’s a diagram describing the relationship between all the elements.

Common Use Case

A customer reports a problem to the customer service team, which creates a support issue. The service rep researches the issue and learns a fix is needed from the development team.

The service rep create an issue in the development team’s Jira project and links it to the support request. Then the rep notifies the customer that someone is working on their problem.

Next, the development team deploys their fix and closes their Jira issue.

Now the service rep can tell the customer their problem is remedied and close the dependent support request.

Depending on the circumstances, the service rep might add an FAQ page to the knowledge base or the developer might add a page to the documentation describing the change.

Those Confluence pages should be linked to the Jira issues they relate to.

Cross links may also be warranted, depending on the content’s intended audience.

Another Example

Here’s a change request in a Service Management project. It’s related to a large initiative in a software development project.

This change request will remain in its current status until the development team is done with their implementation work.

It’s very common for work from one team to depend on work from another. As long as the elements are linked together, it’s easy to find, detect, and even automate steps in any team’s process.

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