Is a Service Desk Ticket the same as a JIRA Ticket?

[Igor Lovecky]

Hi, all,

there are already many standard answers here, but here I have a more specific logic question:

If it is assumed that a ticket is created by the customer via Service Desk, is the same ticket automatically created / transferred in JIRA or must this be viewed separately?
If not, must an additional ticket be created manually in JIRA to the Service Desk Ticket, which must be linked?
If it is the same ticket, what happens to the comments from JIRA in Service Desk? Does the customer see that there too?
If they are separate tickets, do customers see all comments on the JIRA ticket through the link?

thanks to you so much and have a nice day

[Nic Brough -Adaptavist- · Accepted solution]

Sort of.

It's easier to explain it backwards.  An issue can be thought of as "something that needs some attention".  Each issue is unique, and lives in a project.

Service Desk sits on top of a project and adds functionality over the top of it.  One of the functions is that of "requests" - these are really a wrapper around an issue that is presented to a customer.

So, if I have a Request with ID ABC-123, that ID is really the ID of the underlying issue, the request does not have its own ID as far as the customers or Jira users are aware.  So in that sense, a Request is an issue.  But you need to be aware that it's not the same the other way around - it is possible to create issues in Service Desk projects that do not have a Request wrapper.

So when comments or changes are made to a Request/Issue, it's the same object.  But Service Desk wrapper insulates the customers from the issues, so you get things like "internal comments" which only Jira *users* can see, and "external comments" which the customers see on the requests.

[Igor Lovecky]

Thanks to you. This was helpful.