How to turn JIRA Service Desk Ticket into JIRA Software.
I have both installed.
Hi @Michael Woong , welcome to the Community.
let me first ask why you wish to do so? Generally if you have a JSM issue you don’t want to move it to a JSW project. The reason for this is that it will break the connection with the customer. Rather the right approach is to create a linked issue in the JSW project and then potentially using automation to keep them synchronized. In this way the developer can work the JSW issue and the customer will be updated as necessary via the JSM issue.
with that said if you do want to move the issue to the JSW project you can use the move command which is found under the… when viewing the issue in detail issue view.
Thanks.
Another question. So when customer raised a bug ticket. Should I assign the programmer JIRA Service Desk ticket or create a new ticket in JIRA software?
Sorry, just confuse how to link between the Service Desk and JIRA Software. Partly because we are using the JIRA Software first and Zendesk and now want to use JIRA Service Desk.
I would create a new issue in the SW project. Use the “create linked issue” feature in JSM.
@Blake @Michael Woong @Jack Brickey , This is the closest article I can find and hopefully one of you can help! Here's my scenario: when we have a service ticket that comes in, we triage, then at some point we may have a ticket that would be a full-blown project. We don't want these requests that come in that is actually a project, to impact our SLA. What is the best approach to keep the SLA from being impacted by a request that comes in that is actually a project? Is there a particular service request type we should be using? Thank you!
You could define your SLA for such issues such that there is no SLA. For example you could create a label "feature-request" that could be added to the issue. The SLA goal could then be defined to only include issues that did not have the label.
@Jack Brickey , thank you! Is there also a service catalog option for "project request" that we can list on our portal for our customers? Or do we need to manually create this?
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