Limited when keys/tickets being shown when merging ServiceDesk ticket with sprint

[Meg Kison]

Hi

New user! I'm trying to merge the service desk ticket with the Sprint. I was able to configure but scenario is that when we created the ticket in Jira Service Desk and if the status of the ticket in JSD is in progress, this is the only time when it will be reflected in JSC.

May i know if it is feasible to configure to have certain statuses in JSD that will automatically reflect to JSC? Thanks! 

[Trudy Claspill · Accepted solution]

Hello @Meg Kison 

Welcome to the Atlassian community.

Can you please provide the details of how you were "able to configure" functionality so that the ticket in JSD that is In Progress is reflected in JSC?

We need to understand what you have currently configured to provide advice on why it might not be working as expected, and how to change it.

[Meg Kison]

Hi @Trudy Claspill 

Thanks! I've followed the thread below for the configuration. 

Article 

But I wanted to set that if the status of t he ticket in JSD is "Pending", it will still be able to view it in the sprint backlog. Currently if the Status is "in Progress" that is the only time it is being shown in the Sprint/Backlogs.

In JSD

In Sprint

[Trudy Claspill]

Thank you for that additional information.

When viewing the Backlog or Board, click the ... button in the upper right corner and select Board Settings.

Click on the Columns option.

Ensure that the statuses in the JSW tickets are mapped to columns.

Issues in statuses that are in the Unmapped Statuses column will not be included in either the backlog or the board.

[Meg Kison]

Hi @Trudy Claspill This is very helpful! Thanks a lot for this! 

[Trudy Claspill]

I am glad to help.

If your issue has been solved with the help of my responses, please consider marking the Answer as Accepted.