JIRA Servicedesk link to JIRA Software

[AnthonyV]

Hi,

I have a few questions.

1. When you link a ServiceDesk ticket to a JIRA Software issue, do all the comments from the ServiceDesk ticket get copied across? i.e. there may be customer comments within the ticket that should be read by the developer reviewing the JIRA Software Issue

2. If you transition a JIRA Software issue to closed, can you auto generate a comment to the ServiceDesk tickets that are linked? i.e. transition issue to close, auto generate comment "This ticket is now resolved" to all the tickets linked

Thanks,

Anthony

[Manon Soubies-Camy · Accepted solution]

Hello @AnthonyV,

In addition to @Bastian Stehmann answer:

1. You can copy comments using a third-party add-on like Exocet
2. You can auto-generate a comment using a third-party add-on like Automation for Jira (see this thread) or ScriptRunner
3. You can transition a linked issue using a third-party add-on like Automation for Jira (see this thread), Jira Misc Workflow Extensions or ScriptRunner

Hope this helps!

- Manon

[AnthonyV]

Awesome. Thanks for that. Appreciate your help.

Out of curiosity, why doesn't Atlassian build this features themselves? Do they prefer to let 3rd party develop features instead?

[Manon Soubies-Camy]

I guess Atlassian already has a lot of features going on :) they usually talk about add-ons like that: "With the help of add-ons from Atlassian Marketplace, teams can customize their favorite products to meet their particular needs."

[Jack Brickey]

Adding to what others have said here.  

Regarding #2 you can do this natively using JSD Automation.

[AnthonyV]

Thanks

[Manon Soubies-Camy]

Thanks @Jack Brickey, I had never noticed the "A linked issue is transitioned" trigger before!

[AnthonyV]

I assume when you resolve a JIRA Software issue that it can automatically mark the JIRA ServiceDesk as resolved? I've read that Zendesk offer this integration with JIRA, so I assume Atlassian have it in built for their own JIRA integration.

[AnthonyV]

Thanks, Bastian.

Have you had experience linking JIRA Software with Zendesk? Are these two scenarios possible with Zendesk? Is it easier with Zendesk?

Appreciate your help.

[Bastian Stehmann]

I am sorry, but I never used Zendesk, so I can not help you with this question.

[AnthonyV]

No worries. Thanks.

[Bastian Stehmann]

Hi @AnthonyV,

welcome to this community.

1) No, they will not be copied. This is like linking Non-Service-Desk issues. You can have your agents copy them to the linked issue or you will have to look for an add-on, that will do this for them .

2) Same answer as for 1). 

If you have Scriptrunner, maybe this will work for you: https://community.atlassian.com/t5/Jira-questions/Copy-Comment-to-Linked-Issue-based-on-workflow-transition/qaq-p/368791