Consolidating JIRA Service Desk and JIRA Software for our helpdesk and Dev teams.

Niruban Anandan

So I am responsible for implementing JIRA Service Desk and JIRA Software for my organization.

I would like the Service Desk Portal to be the go to place for all employees. However depending on the request they submit, it is either a help desk ticket or a "work request". (In our organization a "Work Request" is a request which required development)

How can i best configure this? Would all the tickets be available to view in one JIRA console? I am new to JIRA so I am learning as much as I can. 

Jack Brickey

there are a lot of existing threads in the Community discussing this. Some are to the right under Related Content. here is what many of us do....

1. JSD issue is opened
2. JSD Agent determines the issue requires development
3. JSD Agent transitions the issue into a 'development' status
4. JSD Agent Creates linked issue in the JSW project of choice
5. Automation rules are defined to automatically transition the JSD issue and notify the customer when the JSW issue is resolved