Can I create an issue (bug) in Jira Service Desk and automate process for moving it to Jira

[Nicola Martin (she/her)]

I would like to be able to do one of the following approaches utilising both Service Desk and Jira for completing resolution of bugs:

First approach:

• Create a ticket in Service Desk for a fault.
  
  
• Copy (and link) the issue to Jira (automate process based on decision in Service Desk).
  
  
• Resolve issue in Jira.
  
  
• Have the initial ticket update in Service Desk based on activity for the linked issue in Jira.

Second Approach:

• Create a ticket in Service Desk.
  
  
• Move the ticket to Jira.
  
  
• Be able to send an automated message to ticket creator.
  
  
• Resolve the ticket in Jira.

QUESTIONS:

• Are any of these approaches possible? 
  
  
• Can I link workflows across Jira Service Desk and Jira?
  
  
• At the points where I have mentioned automating the process, is that possible at the current time and how would I go about doing that?

[Petter Gonçalves]

Hello Nicola,

Per your tags, I believe you are using JIRA and JIRA SD in Cloud platform, is it correct?

If that's the case, the first approach you want can be done by using the JIRA Service Desk Automation feature. These would be the specific steps:

1 - Navigate to your JIRA SD project > Project Settings > Automation > Click to create a new custom rule

2 - Configure the rule to automatically create a new issue in your JIRA software project once an issue is created (or transitioned) in JIRA SD. In the same rule, configure a link between both issues:

3 - Create a new Custom rule to update the JIRA SD issue when the JIRA Software issue got solved:

 

About the second approach, Software users cannot comment in JIRA Service Desk issues, so I believe a notification would not be sent directly to the reporter.

Let me know if this information helps.