Jira Service Desk Change Management and Jira Release

[Mustafa Abdat]

Right now we are using Jira Service Desk for Change Management. The idea is once we have a release in Jira Software, we will contact the service desk to request for deployment, manually.

How can we link a ticket in JSD to a release from Jira ? The goal is to have a list of development issues or even bug fixes shown up in the ticket.

[Angélica Luz · Accepted solution]

Hi Mustafa,

Release is a feature from Jira Software only, so it will not be possible to link a release from a JSW project on a ticket from a JSD project.
I've searched for feature request and workarounds, but there is nothing that could help us.

I'm sorry that we can't be more helpful on it.

Regards,

[Mustafa Abdat]

Hi @Angélica Luz,

I just saw this article https://confluence.atlassian.com/bamboo/integrating-bamboo-with-jira-applications-289276945.html. From what I can read the steps / workaround would be something like:

1. Bug issue ticket created in JSD.

2. An agent informs developer regarding this bug, and developer created a bug issue in Jira Software.

3. This part I am not sure if :

• Agent should specify if the bug issue in JSD is blocks by the  bug issue in Jira Software, or
• Agent specifies the bug issue in Jira Software as a sub task of the bug issue in JSD

4. Developer commit a fix for the specified bug issue.

5. Bamboo / Jenkins perform a release based on the changes in BitBucket which should trigger status changes in Jira Software. Status changes would be from (Done > Deployed). Does it make sense to have statuses Done and Deployed in one workflow ? Where both statuses are considered done (green color).

6. Once the bug issue in Jira Software status changed to "Deployed", the bug issue in JSD should also change to "Closed". 

Is the above achievable in Cloud ? Sorry for having question within question :)

Thanks !

[Angélica Luz]

Hi Mustafa,

It's possible to transition a linked issue using the Automation on JSD.
You can link the JSW ticket on a JSD ticket and once the JSW ticket is resolved the automation can make the JSD ticket to get closed, or change to another status. Also, it's possible to add a comment.
You can check the options by accessing the JSD Project settings > Automation > Add rule > Update Jira linked issues.

I believe that makes sense to have both statuses, on Jira, for example, there are some workflows that have the status Resolved > Done or Resolved > Closed.

Hope this helps!

Regards,
Angélica

[Mustafa Abdat]

Nice. I will give it a try! Many thanks :)