How to route service desk issues to Jira software?

Laxminarayana Puricherla

When a BUG is reported in Jira service desk,how do we route automatically that BUG to Jira Software?

 

Jack Brickey

There are a lot of similar posts in the Community and I recommend you search a bit for more thoughts and approaches on this.

that said, you should not “route” the issue to JSW. Rather you should create a linked issue in JSW to the JSD issue. I use the built in “Project Automation” for this and here are the highlights for my solution:

• I use a unique status “Development” that my agents transition an issue to when they determine it requires the software team to address
• when the JSD issue is transitioned into Development it triggers an automation rule to create a linked issue in the JSW identified by the Component field
• when the linked JSW issue is transitioned to Resolved another automation rule will transition the JSD issue to Resolved with a comment. Ultimately it is up to the agent to work the JSD issue to Closed. I have a two stage closure for my JSD issues so as to include the customer in the closure process.