how to handle tickets from service desk to jira

Question

Hi

Our organisation has just purchased Both Service desk and Jira.

We have a lot of end users for service desk that are internal and we handle the tickets in Service desk as first line and Dispatch, We have an issues currently though that we dont want to pay for every member of staff to have a jira Liccences so currently we end up having duplicate tickets one in service desk and one in Jira for the different departments (ecom, Finance, ERP etc)

I would ideally like to move tickets from Service desk to the correct project but if the person that created the support request dont have Jira access they then cant add info to the ticket.

Any idea on best practises in this situation to avoid duplicates across projects and avoid paying for a loot of Jira users?

Jack Brickey · Accepted Answer

Hi Peter, welcome to the Community. This is a common use case and there are some good threads in the Community with lots of details so I encourage you to use the sear to find the method that works best for you. What I do is to create a linked issue in the appropriate software project. I use Automation to do this by creating the linked issue when the JSD issue is moved to a Development status which requires that the Component (associated with each software project/product) be updated via the workflow. Further I use Automation to update the JSD ticket status based upon the JSW issues transitions.