Integrating Jira Cloud with ServiceDesk Cloud

Question

We have migrated part of our software development team and our QA team to Jira from ServiceDesk. We are also planning to migrate our Customer Support from ServiceDesk in-house server to ServiceDesk Cloud.

We would like to integrate these two cloud services to get to a seamless/automated system that transfers ServiceDesk Requests/Tasks to Jira Issues for the programming team(s). Has anyone done that?

I was given this link: https://help.servicedeskplus.com/jira-integration as a pointer to the topic, but since I'm not a ServiceDesk expert, I'm looking to learn from others' experience.

We are running Team-Managed Projects in Jira.

Thanks.

John Tucci · Answer

Thanks for the additional explanation. Since I'm new to Jira Administration, I'm assuming that "JSM project" is "JIRA Service Management" and "JSW project" is "Jira Software".

I'm thinking that I didn't make myself as clear as I needed to  in my original post. When I mentioned "ServiceDesk", I meant the ManageEngine ServiceDesk software application; this has been our CSM and software "bug-tracking" system. I have  recently migrated one of our software development teams, and our software QA/Test team to Jira Cloud, using Team-Managed Kanban Board.

Our customer support team(s) will continue to use ManageEngine ServiceDesk, while the software team pushes to operate solely in JIRA without referring back to the initiating ServiceDesk Request.

Apparently ManageEngine provides an Atlassian Jira integration path; it is this that I am asking about. My apology for any confusion I caused by not making this absolutely clear in the beginning.

Mikael Sandberg · Answer

The automation is implemented in the JSM project, since the request controls if the issue should be created in the JSW project. So when the request moves from Awaiting approval to Approved, that will trigger the automation that creates the issue, in this case a story, in the JSW project. It also copies data from the request into the story and links the story back to the request. They also have a separate automation that adds a comment to the request and closes it. You could combine these two automations into one if you like.

Any requests that gets denied will also get a comment added to them via automation, basically telling the requestor that the team looked at the request was rejected.

John Tucci · Answer

@Mikael Sandberg

Thanks for the prompt reply; it's encouraging to know that this is being done. Can you share any more details? To clarify, the original request is created in ServiceDesk, and once that Request is approved, there is automation to create the associated Jira issue and subsequently close the original ServiceDesk Request?

Is the automation implemented in ServiceDesk or Jira?...or both?

Kind Regards,

-John