Track issue originating in Service Desk after moving to Software

Question

We are looking to implement Service Desk after using Jira Software extensively for our development team. We want to collect bugs/suggestions/issues etc in Service desk, and sometimes I know they will get moved to projects in Jira Software (such as a user that identifies a bug). What I can't figure out though is how to track the issue, so that when the Dev fixes it, we get notified to reply back to the customer that originated the issue in Service Desk to begin with.

If anyone has advice on this, please let me know!

Patricia Francezi_iDev_ · Answer

Its possible to do via Automation - with custom rules. The creation and the updates of linked issues, that might also closes the JSD ticket for example.

Shawn Masters · Answer

I have a similar scenario at my own company.  There are many different ways to handle this but we decided to do the following process:

User submits ticket via email or portal > TechSupport processes the request > In the event of a Bug fix or feature request, TechSupport escalates the ticket in the workflow to "Tier 3" which triggers a post function that clones the Service Desk ticket into a Development project and links the 2 tickets together. > Once Dev closes their ticket, it drops a note onto the linked issue and transitions it back to TechSupport for follow ups, notes, and closure.

Also, when other users submit similar requests we can link the service desk ticket to the already created "Bug/feature" which has an added benefit of adding weight to each request so that the Devs can easily prioritize fixes.

We use an addon called JWME to accomplish this.  https://marketplace.atlassian.com/apps/292/jira-misc-workflow-extensions?hosting=cloud&tab=overview