Can I create a board with both Issues and Service Desk tickets?

[Anders Honore]

Some service desk tickets we'd want our developers to look at, without having to be aware of incoming tickets in Service Desk. Is it possible to create a Kanban board with issues in the backlog ready to developers to pick up that also includes tickets from Service Desk tickets in a certain custom status (fx "for dev")?

The goal being that developers should only need one board in JIRA to pick up their tasks from, whether it comes from JIRA Software issues or ServiceDesk tickets.

[Ravi Sagar _Sparxsys_ · Accepted solution]

Hi @Anders Honore 

Yes it is possible but why not create a linked dev issue from JSD to Jira Software? You can surely update the status of your JSD ticket to a specific status like "For Dev" for reporting purpose and letting your customers know about it as well (if you want to) but at the same time create a linked issue for developers.

The developers will pick their own tickets and resolve it. There is an automation rule as well that can update the original ticket in JSD to reflect the changes.

A common board can reflect all the issues but it can be a bit confusing and there could be access problems if your agents and developers are not common. They are usually given access to specific application only.

Ravi

[Anders Honore]

We will only do that once we confirm that this is a coding issue.

Since our developers will also be handling their own communications with clients in cases of investigation and hashing out ideas or questions, they need access to servicedesk, but preferably without needing to visit ServiceDesk to pick up tasks, since it won't be a regular event and only certain types of tickets requiring their attention. 

The idea is to have one board from which developers can independently pick up all tasks ready for developers to pick up.

But it sounds as if this is doable, so that is good news.