Service Project to Software Project

[Cameron Loperfido]

Hello,

I've built out an "all client" service project for my team to address issues/bugs and minor enhancements for our software product. Our clients use the built in portal to submit their issues.

I'm looking to create new projects for individual clients to address medium/large enhancements that come in through the service project. We would in theory move the created issues over to the new project. (Or does it make sense to create a new issue and link that to the original service project?) We may need to give access to few admins per client as our firm works closely with them to build out solutions.

What project template should I use for these clients or are there better recommendations?

Thank you!

[Nic Brough -Adaptavist- · Accepted solution]

If you move issues from a JSM project to a development one, you lose the request and hence the communication with the client raising the requests.

You should use development project templates, but don't move issues into them - train the agents to use "create related issue" when requests for development arrive.

[Trudy Claspill]

Adding to @Nic Brough -Adaptavist- 's comments...

You said you may need to give access to a few admins per client. If you want people who are currently Customers only to access and interact with the data in Software projects, you will have to grant those individuals licensed access to your Jira Software product. 

Are you planning to use Company Managed or Team Managed Software projects? Do you use one or the other or both in your environment?

You will need to plan out how you enable access to the Software projects for your customers to ensure that they can access only what you want them to access and nothing more.

[Cameron Loperfido]

@Nic Brough -Adaptavist- @Trudy Claspill Thank you both for your responses.

The projects will be team managed, I believe. Since we will have external admins accessing the environment, I believe that makes the most sense.

What does use "create related issue" mean exactly? Create a new issue in the software project and link it to the service project issue? That was my guess on how to handle requests that don't fall into the service project.


An example of what I'm trying to accomplish is:

Client user submits an issue that turns out to be a meaningful change, to the service project. At that point, we would want to push that over to the software project dedicated to that client, where our team and the higher level client admins will have access to. How do I keep all parties up to date easily? Is there a way to maintain communication to the client user without a separate service issue and software issue.

[Nic Brough -Adaptavist-]

> What does use "create related issue" mean exactly?

It means "we would want to push that over to the software project dedicated to that client,", but you would be keeping the communication with the client open with the Service Management Request, and your developers are free to work in their development project as fits their process, with the data on the issue being used to update the request when JSM Agents see it is appropriate.

Moving an issue from a JSM project into a Software project destroys the primary route of communication you have with your customers.

Your best option for maintaining communication is to have two separate issues in the the two projects.

[Cameron Loperfido]

Understood, Thanks again!