JSM as a solution for tracking client issues

[Gregg Aguilar]

Greetings, new to Jira and the community and still learning, so I may not be asking the question correctly. We are currently using JS and have created Project(s) and using it to manage issues, however, the team wants to start using JSM. My question(s): Is it possible to move or link all the recently created issues in JS project to JSM, or newly created issues in JSM to the specific project in JS or should we just create a new project in JSM and start out that way? 

I just came into this team and looks like things may not have been set up correctly in the beginning, and the team was under the impression that they could use JS as the IT Helpdesk ticket system (works now), but after further review, it appears that JSM should have been the route that was taken, the end result the team is looking for is our agents to create an issue when a customer contacts us and JSM “push” to JS for proper management, monitoring, reporting, etc. Do not have a large number of issues in JS, so could/should create a new Project in JSM, recreate issues from JS, and solve that way… Thanks in advance for any and all assistance provided.

[Fabian Lim · Accepted solution]

Hi Gregg,

Yes it is possible to move or link tickets between JS and JSM.  In our organization we have JSM to submit tickets through the portal and we use automation or Jira automation to create tickets in a separate Jira Software Project.  We also use additional automation to keep the tickets in sync. So when a JS ticket is completed, it also updates the status of the JSM ticket.

You can also move all tickets to a new JSM project.  The issue with this is that the team that manages all the tickets requires an agent license which our super expensive.  So whoever is assigned to a ticket, needs a license. 

Here is a link on how you can link tickets: https://confluence.atlassian.com/jirakb/automating-creation-of-service-management-linked-issues-with-other-projects-966054412.html

[Gregg Aguilar]

Greetings, GREATLY appreciate your information we are updating now. I have one question for you, the link you sent me was good link and viewed it, but the screen shot in the link does not match what I am seeing on my screen in automation, may be to an update etc., but I am not able to put the information in as it appears on what you sent me, there are different options/looks and none that will match what I am seeing in the information sent to enter. Hope that makes sense!

regards

[Fabian Lim]

Most likely you are using the other automation.

In that case follow this:

Trigger: issue created

Condition: specify that the project is the jsm project

Action: clone issue, where you select what you want to copy and the destination project.

Action: link issue to the newly created issue.

Note: this rule must be created through the global administration since it touches multiple projects. You will find lots of posts on how to do this.