Best practise JIRA & Service desk

Question

Hi,

Wondering what the best practise is in my case. We are a team with 20 developers in two teams. Both teams have their own clients. I created two queue's, for each team one.  Based on organisations, customers are sliding directly into one of the queues.

When a ticket is incoming into Service Desk, one of the developers picks it up. However, I would like to have this ticket transferred to the central JIRA team bord. To see activity between projects & support in one overview.

It would be great if, when a ticket is assigned, also a ticket in JIRA is created, which are parallel & linked to each other.

Or, is this not a smart move, and is it better to keep JIRA & Service desk separated? My dev's need to monitor JIRA (projects) and Service Desk then.

Ajay _view26_ · Answer

Jira projects supports automation, and I believe you could use the issue transition rules to achieve the use-case.

https://www.atlassian.com/software/jira/automation-template-library/rules#/labels/all/customLabelId/1453

Daan Gönning_sq4wp5 · Answer

For example, it's fine by me when in JSD, a linked ticket in JIRA is (automatically) created, and we complete the JIRA flow from there.

However, when a developer says in Jira 'please test the issue on acceptance', the customer must see this. I do not want to ask the developer to type their comment twice. Or switch continuously between JSD and JIRA.

Daan Gönning_sq4wp5 · Answer

Thanks! So, we do not have a customer support desk, so I wanted the developers to act as developer in JIRA and as agent in JSD.

But, It seems like a pretty 'exotic' way to organize..