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How do I use JIRA servicedesk and JIRA Software at the same time for the same client?

Marcel Koekkoek

For a client we are using JIRA software (Next Gen) for doing our project using Scrum methodology. This works great. As of the next month we are starting formal support and I think I want to use JIRA servicedesk for that because of the user friendly environment, the opportunity to share Wiki pages with the client and to be able to add as many customer users as needed.

Is it possible to have the Servicedesk tickets visible in the Software scrum environment to be able to do bug fixing during the print in which we also develop stories?
And how can this be established?

Thanks.

Accepted answers

Mike Bowen

Hi @Marcel Koekkoek

No it is not possible because Jira Service Desk is a separate project/licence. However the two work well together through linked issues. For example:

Client raises a request via customer portal / email.
Ticket is created in Jira Service Desk. Your JSD agents deal with the issue until resolution....
If they are unable to resolve the issue the ticket can be linked to a Next Gen project where 2nd line / DEV / etc can work on the ticket. This ticket may go into the backlog or moved up into the swim lanes of your kanban.
On the JSD request agents can see the status of the linked issue. Developers or agents of the next gen project can comment internally on the JSD request (without using a license, as they can act as collaborators).
Agents on JSD can communicate internally with agents, 2nd line/DEV and externally with client until resolution.

-Mike

All comments

Mike Bowen

Hi @Marcel Koekkoek

No it is not possible because Jira Service Desk is a separate project/licence. However the two work well together through linked issues. For example:

Client raises a request via customer portal / email.
Ticket is created in Jira Service Desk. Your JSD agents deal with the issue until resolution....
If they are unable to resolve the issue the ticket can be linked to a Next Gen project where 2nd line / DEV / etc can work on the ticket. This ticket may go into the backlog or moved up into the swim lanes of your kanban.
On the JSD request agents can see the status of the linked issue. Developers or agents of the next gen project can comment internally on the JSD request (without using a license, as they can act as collaborators).
Agents on JSD can communicate internally with agents, 2nd line/DEV and externally with client until resolution.

-Mike

Marcel Koekkoek

Thanks @Mike Bowen, good to know how to solve this.

Do you know where I can find documentation about linking SD tickets to JIRA projects?

Mike Bowen

Hi @Marcel Koekkoek

Check out this page: https://support.atlassian.com/jira-service-desk-cloud/docs/link-issues-together/ also look down the right side, it's a table of contents (sort of of), each of these pages is related.

-Mike

Marcel Koekkoek

Hi @Mike Bowen,

Ah okay, I thought it was about linking a ticket to a project. You are referring to linking tickets to each other, I am familiar with that.

Thanks! I am going to give it a try.

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