Can a ticket raised by a Customer in JIRA Service Desk get auto assigned as a Task in JIRA Software?

[Lester Fernandes]

I have multiple Customers in JIRA Service Desk. I have a Task Management Team in JIRA Software. I want the customer to raise a ticket which automatically becomes a Task in JIRA Software Project. Can this be done?

[Patrick Cartier [Candylio] · Accepted solution]

Hi @Lester Fernandes,

This is definitely possible.

First create an automation rule in your service desk using these instructions to create a linked issue from a service request:

https://confluence.atlassian.com/servicedeskcloud/blog/2017/12/automatically-create-linked-issues-from-new-requests

then in your project where the linked issue is created configure auto assign using this documentation:

https://confluence.atlassian.com/jirakb/configuring-auto-assign-779158849.html

Let me know if this helps!

[Lester Fernandes]

Hi Patrick,

Thanks for the information. It helped. I now need to ensure the status of the Task auto-created in the Software Project when updated or resolved also updates the original Request automatically. How do we go about it? Can you please suggest

[Patrick Cartier [Candylio]]

Hi again @Lester Fernandes,

Yes definitely possible.  You can set a rule based on this documentation: 

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

So basically you'd want 

when a linked issue is transitioned

if link type matches a certain link (blocks or relates to for example)

transition issue

hope that helps!

[Lester Fernandes]

Hi Patrick, I was successfully able to transition the issue. However, what I require now is that when any comment gets added to the Linked issue in JIRA Software Desk, the original issue created in JIRA Service Desk also gets auto updated with the same comments. Please do share a detailed step to step guide for this. Also, how do I view the workflow for one of our projects in JIRA Software Desk.

[Patrick Cartier [Candylio]]

Hi Lester, to view the workflow just go to the project then click project settings, then choose which workflow to see the workflow for the project.

For your second question I don't think it's possible but let me do some research and get back to you.