service/software project

[Deleted user]

I have a request to find out if we can "nest" different kinds of projects.

The goal here is to allow customers to view via the portal a sub project.

Here is the ask: Can I build a service project, then create a sub project that is a software project and retain the ability for the customer to see the ticket after it is moved into the sub software project?

I have not yet spent any time on this, as I wanted to find out if it is even possible before I start.

[Trudy Claspill · Accepted solution]

Hello @[deleted] 

No, there is no support for hierarchical organization of projects.

To allow customers to see information in a Software project you would need to either grant the customer user Product Access to Jira Software (consuming a Jira Software license) or make the Jira Software project anonymously accessible. In either case, the information would not be viewed through the customer portal, but rather through the same UI your internal users experience with viewing issues in Software projects.

Can you provide more information about the problem you are trying to solve with this idea of a Software sub-project, moving tickets from a Service project to a Software project, and maintaining customer access to the ticket? There may be other ways to accomplish the requirement.

[Deleted user]

Hi @Trudy Claspill ,

We are looking for a way to allow our customers (reporters) to see all the tickets they have created even we move them to different projects. We have two service projects, and 3 software projects. When a ticket is moved from the service project to the software project the customer loses access to the ticket, and they are not able to see it on the portal. I hope that makes sense. Please let me know if I can describe this better.

Thanks,
Jay

[Trudy Claspill]

Hello @[deleted] 

In this case I would second @Oliver Siebenmarck _Polymetis Apps_ 's suggestion about creating a linked issue in the software projects, and using Automation to copy changes between the two issues.

There is no singular automation for this. You need to determine what it is you want the customer to be informed about, and then construct rules accordingly.  What information exactly would you want the customer to see from the Software issue?

With Automation for Jira there are a variety of options you could implement. You could construct automation rules that add comments to the customer's Service Desk ticket to alert them about specific changes in the Software issue. You can find some pre-built automation rule templates within Jira,

and you can find a library online and an Automation Playground where other users are sharing rules they are developing.

https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC

[Deleted user]

Hi @Trudy Claspill

Thank you for the point in the right direction! very helpful!!

The idea here is that when an issue/ticket is moved from a service project that has SLA restrictions to a software project that can allow the ticket/issue to be around for a longer period of time, that the customer does not lose the ability to see the ticket, and when notes or comments are added to it. They stay in the "know" and don't have to send another email to IT asking if there are any updates to the issue/ticket. Does that make sense?

[Trudy Claspill]

You will have to create a rule that has a Multi-project scope, and select the Software project(s) and Service project(s) where the issue exist. Because of this, you need to consider the Global Rule usage limits  that apply to your instance.

The automation you would want to construct would look something like this.

TRIGGER: issue commented

CONDITION: Issue Fields Condition

- Project is one of (the Software projects you're including)

NEW BRANCH: Branch Rule/Related Issues

- Type of related issue: Linked Issues

- Link Types: select the link type that is uniquely used to link your Software issue and their source Service issue

- Projects: specify the Service project(s) here

ACTION: Comment on issue

- to copy the comment text from the Software issue you would insert the smart value for comment

Note that you may want to put some additional conditions into the rule if you don't want every comment entered on the Software issue copied over to the Service ticket.

You will also have to ensure that the Rule Actor has permission to add comments to the Service issues.

[Deleted user]

Thank you very much! I will get started on testing this.

I appreciate everyone's rapid responses!

~Jay~

[Oliver Siebenmarck _Polymetis Apps_]

Hi @[deleted] ,

Jira does not support nested projects – a project cannot have sub-projects. 

Having said that, if I understood you correctly then what you are asking is not all that uncommon. However, most organizations I've seen take a different approach; with varying degrees of complexity.

The main thing for most of them has been to create a linked issue (sometimes even a clone) of the service request. That way, devs can work in a software project while agents can stay on their service management project. The trick then is to have some automated way to let information flow from the the software project to the service management project and to the customer. This is really up to you, but I have seen everything from occasional manual updates to highly automated workflows that regularly push updates to the customer.

TL;DR There are no nested projects. But you might to be able to achieve what you need with some Automation.

Hope that helps,
 Oliver

[Deleted user]

Hi @Oliver Siebenmarck _Polymetis Apps_ 

You said:

"The trick then is to have some automated way to let information flow from the the software project to the service management project and to the customer. This is really up to you, but I have seen everything from occasional manual updates to highly automated workflows that regularly push updates to the customer."

Do you know where I can find the automation you are referring too?

[Michelle Mosciski]

In the service/software project scenario you described, the goal is to enable customers to view a sub project within a larger service project. The question is whether it is possible to create a service project, such as PSee Solutions, and then have a sub project within it that functions as a software project, while still allowing customers to see the ticket when it is moved into the sub software project. As you haven't invested any time in exploring this possibility yet, it is important to determine if such nesting of projects is feasible before proceeding further.