How can I set up one project for Jira Service Desk and Jira Software

[sbraun]

Hi,

I´d like to set up Jira Software for Project Management and Bug-Tracking in my company as well as ISTM with Jira Service Desk.

Now, I´m searching for a solution how to setup a single customer project, e.g. ABC-1.

My question is: Can I create the project in that way that

1. customer can raise Incidents via Jira Service Desk Portal

2. internal project members can work in the same project, but "with Jira Software"?

Thank you in advance.

[Ismael Jimoh · Accepted solution]

Hi @sbraun 

This would not be possible because specific features are tied to project types and though it is possible to create a board to give you the feel of Jira Software, other features like the user licenses will kick in and your software team would not be able to transition the issues as they work on them (only agents and customers can transition issues normally).

Instead, I’ll suggest having 2 projects and using scriptrunner post function create linked issue to create a similar issue following a specific event in your development project. (The mentioned process could be achieved with other add-ons so search in the marketplace for what suits you).

Once work is done, you could have the developer issue trigger a transition of the main issue adding information useful to your agents.

I hope this helps.

[sbraun]

Hi @Ismael Jimoh

thank you for your quick response. So for my setup I would need 2 projects, e.g.

1. Jira SD project, called ABCA

2. Jira Software project, called ABCB

But I would be able to sync and link between these projects to share content, status and transitions?

Is this right?

[Ismael Jimoh]

That is right. You fo need to do some scripting if you want to synchronize a lot of information.

For example if issue transitioned in one transition the issue in the other. 

Also note that the scope only gets more complex if field values are important to you because the change in one field value could impact the other as without some special scripts listening for it, the other will not be updated.

Regards