How do I build an automated process to escalate incidents to bugs from Service Desk to Software

Question

I have a single instance of Jira locally installed.  I am using Service desk for general help desk inquiries and issues.  In the case of an item where I want to escalate to the software team, I know I can manually create a new BUG item in Jira Software, and link it to the incident.  I'd much rather build a custom workflow so the support rep simply changes the status or a custom field to "Escalate to DEV" and it would 1) create a bug issue, 2) move/copy all pertinent information over from the Incident to the bug and 3) Prompt for escalation information - which is a user defined survey or questionnaire.

By ensuring the data is in the right place, the BUG item would simply show up in the backlog with the appropriate Criticality and Priority and the normal scrum process could take over in terms of getting it assigned and worked.

The existing linking capability would serve to provide status updates as the bug is assigned, worked, merged into code, tested, passed testing, and available for release.

Thanks in advance!

Julie d_Antin _Elements__bsgnak · Answer

Hi,

I work at Elements and our app Elements Copy & Sync would meet your needs.

You can read the tutorial here to see how you could set it up:

https://doc.elements-apps.com/elements-copy-and-sync/latest/tutorials/escalate-issue-to-a-team-working-in-another-jira-project-on-behalf-of

You can try the apps Andrew mentioned for free as well as Elements Copy & Sync to see which one works best for you.

Andrew Laden · Answer

You are going to want an add on for that.

I'd suggest Create on Transition, which would give you the most options. But JSU would probably also work, as well as rolling your own function with scriptrunner or powerscripts

You are going to need a custom field in the original project to hold the "escalation information" You can put that field on a transition screen tied to the "escalate to dev" transition.

User clicks escalate to dev. Transition screen pops up. User put in the escalation information.

Post function runs to create the new issue. create link to original issue etc.

One thing to watch, for the end user to see the status of the linked issue in the customer portal, you are going to need a addon for that as well. Extension for Service Desk can do it.