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What are some best practices of integrating bug reporting with a software project?

Colton Carnevale

Currently, the only project I have in Jira is our software project where we conduct sprints to track releases and manage the development of our software.

I have a support staff as well that provides customer support to our users and handles tickets and questions that the users have. What I want to do is figure out a way for the support staff to create and manage tickets (primarily bugs), but I don't want them to add issues to the software project itself because I don't want the project to become filled with random bugs. One reason for this is because they might be reporting a supposed bug with data, but after further review, it's not a bug so the ticket is turned down and I do not create one for the dev team to work on.

Would creating a second project specifically for the support team be the best way to handle this? If it is, how would I transfer the tickets over to the dev project for them to work on?

Accepted answers

Mark Segall

Hi @Colton Carnevale

If you have an isolated team performing bug triage, then yes it makes total sense to separate that out on a unique project. This is something I have done with previous projects as well. If a bug elevates to the level where it should be transitioned to the dev team, you could go a couple of routes:

Clone the bug to the other project - This will create a link so that both teams have visibility into progress. Further, you can get fancy with automation as well if you go this route to save your support staff on extra clicks.
Manually move it to the other project - In some situations you may only require a blind hand-off.

My personal preference is option 1 because I like to preserve the isolated activity between projects, but either option will get the job done.

All comments

Mark Segall

Hi @Colton Carnevale

Clone the bug to the other project - This will create a link so that both teams have visibility into progress. Further, you can get fancy with automation as well if you go this route to save your support staff on extra clicks.
Manually move it to the other project - In some situations you may only require a blind hand-off.

My personal preference is option 1 because I like to preserve the isolated activity between projects, but either option will get the job done.

Colton Carnevale

@Mark Segall I'm having issues figuring out how to clone to another project. It just seems to clone within the same project.

I do see a move, and I read something that it's a 2 step process to clone and then move the issue. Could you confirm that? Also, I've set up basic automation on my main software project, but do you know of any guides to connect both project via automation?

Mark Segall

Hi @Colton Carnevale

Apologies - Yes with native clone you would need to perform an additional move action on top of it. There are 3rd party apps on the app store that will provide more advanced cloning capability.

Without spending the extra money and avoiding several extra clicks to clone and move, automation would be the best route. Here are some tips:

Project Scope - You want your rule to be set to multiple project and add both of your projects to the scope (see an example below)

Rule - For simplicity, here's what I recommend:

TRIGGER: Manually Triggered
ACTION: Create Issue - Select all of the fields you would like to have copied over. For each you'll set them to copy from current issue

Here's an example (note the red box is critical:

Colton Carnevale

Sorry somewhat of a noob when it comes to Jira, but does this automation need to be in my bug tracking project or in my software project, or is there some global automation I can use?

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