Linking JIRA Service Desk to JIRA Software

Question

Scenario:  Service desk ticket is created and worked by an agent.  The agents discovers that it will need to be escalated into a developers software project.  The process I envision would be to create a linked issue(probably a bug) in the developers software project.  Our SD agents support dozens of apps and each app has 1 or more software projects associated with it.

Problem:  How can we help the SD agents to know which software project they need to create the linked issue in?

I would prefer to not purchase any additional apps.  We currently have ScriptRunner, Elements Connect, and Confluence installed in our instance to utilize.  Any suggestions for a solution?  How does your company handle this situation?

Thanks for the input

Dan

Dan W_kamf5a · Answer

Yes, that is something to think about.  Create a DB table with a key field and the project key in it.  Then when they click the button(ScriptRunner fragment) that executes the behavior which creates the linked issue in the correct project.  Or something similar as a post function in a workflow.

I haven't worked on creating a dbase connection in Elements connect yet so I will have to research that.

Thanks for the suggestion.

Peter Cselotei - Lupus Consulting Zrt_ · Answer

Hi!

If I understand your scenario correct, the one who report the bug knows the application where the bug appeared.  The 'customer' who report the bug should fill a component or custom field select list (to which app belongs the bug), and that's it: this information is appeared on the agent side and now the agent nows where to create the ticket.

(I don't know if elements Connect could get your app list from a source, but this would help you to maintenance the apps)

From this moment: maybe you can put a button (known as Script Fragment from Scriptrunner) and a Behaviour (also from Scriptrunner) connected to it, to create, copy and link the tickets automatically. Or a post function with the same operation but without any button :)

I hope I did help you in some way.

Have a nice day, if you have further questions, please write it here. :)

Best: Peter