Transition a service ticket into a Software project backlog and allow end user to see updates

[Angela Schroeder]

We have a Service project for incoming issues.  From these issues some we will want to move to a project backlog on a software project.  How do we keep that service ticket open so as it moves through it's process in the software project board the end user who submitted can still see updates and/or comments as it goes through the process.  We backlog items and sometimes don't work on them for days/months.  When we do we still would want end user to see status and updates as they are made.  Right now when we move an issue from one project to another the customer portal no longer shows the issue to them and if they have an email to link to it then it just has an error message you cannot see this information or something like that.

[Dirk Ronsmans · Accepted solution]

Hey @Angela Schroeder ,

Once you move the issue to a JSW project you'll lose the connection to the customer. 

The way this is normally done is to create a new linked issue in your software project and keep the JSM issue open. After that you would use automations to either change the status of the JSM ticket or to add "public comments" to keep your customers up to date.

As one side is customer facing and the other is internal, having 2 issues in 2 different products/methodologies is the cleanest.

[Angela Schroeder]

Do you set up the automation in the service project or software project?  Any links to documentation of how to set this up would be helpful as well if you have them!