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How to solve the external bug filing with JIRA server?

Tehreem Fatima

If an external customer report a bug on Jira Service Desk then how is it handled by the JIRA server?

Accepted answers

Ismael Jimoh

Hi @Tehreem Fatima

With regards the following it will all depend on your process for handling bugs.

For example, if I create a request type bugs and this is mapped to the bug issue type, you would need to decide internally what happens when the bug comes in.

Should it be handled by your company support to verify it’s really a bug and once verified a select steps of actions have to be performed?
Do you have a developer of your product with an agent license that gets automatically added as the assignee if such a request comes up and he is responsible for verify and working with the customer on the problem?
Do these tickets get linked to a related development ticket where the developers work on it and once done, they either contact the reporter via Service desk or notify the agents to inform the customer when the problem will be solved?

All of these are possible but fundamentally, you will need to have an internal process of how you handle this. Only after this can this problem then be mapped to a workflow process in Jira.

If I misunderstood the request, do clarify.

Cheers.

All comments

Ismael Jimoh

Hi @Tehreem Fatima

With regards the following it will all depend on your process for handling bugs.

For example, if I create a request type bugs and this is mapped to the bug issue type, you would need to decide internally what happens when the bug comes in.

Should it be handled by your company support to verify it’s really a bug and once verified a select steps of actions have to be performed?
Do you have a developer of your product with an agent license that gets automatically added as the assignee if such a request comes up and he is responsible for verify and working with the customer on the problem?
Do these tickets get linked to a related development ticket where the developers work on it and once done, they either contact the reporter via Service desk or notify the agents to inform the customer when the problem will be solved?

All of these are possible but fundamentally, you will need to have an internal process of how you handle this. Only after this can this problem then be mapped to a workflow process in Jira.