Board display for service tickets

[Dorin Leikin]

Hi,

Can I import Service Management tickets to the Jira Work Management board?

we want to use the Jira service management for potential leads, as well as customer support, but our sales team complains that the Jira service management interface lacks the visuality of a board...

on the other hand, I don't want to open a leads management project in Jira work management, because we need the "reply to customer" functionality that the Jira service management offers.

any suggestions?  

[Jack Brickey · Accepted solution]

Hi @Dorin Leikin , welcome to the Community. 

First let me share that you can certainly create a board for your JSM project. You simply need to use your (or some user’s) profile as the Location. Then, once created and shared, add a link in your JSM project sidebar.

now if for some reason that does not work then you could use Create Linked Issue to create parallel issues in a JWM project. You could use Automation to help keep the JSM issues in sync.

Please let me know if there are further questions.

[Dorin Leikin]

Can you please further explain the parallel issues part? @Jack Brickey 

[Dorin Leikin · Accepted solution]

Thank you!! it worked :) 

[Joseph Chung Yin]

@Dorin Leikin -

Welcome to the community.  In addition to what @Jack Brickey mentioned, you need to know that for your leads management team members, they will also need Agent license against your JSM project.  NOTE - JSM and Jira Software have separate licenses controls, it is not not treated the same way where users with Jira Software (Jira WF management) license doesn't means they are given JSM licenses.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Jack Brickey]

@Joseph Chung Yin , the users will only need JSM licenses if they are to be assigned issues or otherwise transition them. Then can browse include viewing on a board if they have a JWM/JSW license.

[Joseph Chung Yin]

@Jack Brickey -

I agreed.  I just mentioned my thought in case they have both Jira Software/JSM.  Users on a board, typically conduct transitions of issues.