Integrating Jira Service Management with Jira Software

Question

Hi,

we are trying to move away from a process where most of our requests are emailed to us and then someone has to make a card for it in Trello (yes we are using templates).

Parts of our organization are already using Jira Service Management.

If anyone can can answer any of the below questions I would appreciate it, thanks.

* Can Jira service management (JSM) can be setup with issue templates? e.g. a template for feature requests, change requests and bugs etc.

* If JSM has templates can they have required fields? e.g. description, URL etc.

* Can JSM be set up to automatically create an issue on a Jira Software Kanban board?

* Can updates to an issue in JSM or on a Jira Kanban board automatically update it's counterpart in the other platform?

* Is it possible to opt out or suspend notification updates on either platform or turn them off by default?

* Can it be set up to automate the closing of a ticket in JSM when an issue is moved to the 'Closed' column on a Jira Software Kanban board?

Vishwas · Accepted Answer

Hey @TonyG

Let me answer the questions inline to each,

* Can Jira service management (JSM) can be setup with issue templates? e.g. a template for feature requests, change requests and bugs etc. --> Yes, we have to create workflows, screens and field configuration as per the requirements. But OOTB there are few templates while creating a JSM Project which comes with default workflows, fields etc
* If JSM has templates can they have required fields? e.g. description, URL etc. --> Yes, off course we can do this via field configuration scheme for issue types.

* Can JSM be set up to automatically create an issue on a Jira Software Kanban board? --> Yes, this can be done, given the case that both JSW and JSM are on same site one can use automation for jira and create a linked issue from JSM queue to JSW Project.
* Can updates to an issue in JSM or on a Jira Kanban board automatically update it's counterpart in the other platform? --> Yes, automation for jira has that capability, we can auto transition the linked issues, update fields also.

* Is it possible to opt out or suspend notification updates on either platform or turn them off by default? --> This part is bit tricky, we have to use notification scheme for turning off notification based on the issue events. Explicitly in JSM one can opt out notification from customer portal if they are reporter or request participant(for customer users)

* Can it be set up to automate the closing of a ticket in JSM when an issue is moved to the 'Closed' column on a Jira Software Kanban board? --> Absolutely possible, Automation for jira is one amazing tool which can do this auto close of JSM issue when development issue in JSW is closed.

Hope this helps !!

Let me know in case of any questions !!

Regards,

Vishwas

Marini Marini_oy8r62 · Accepted Answer

Hi Toni,

I will try to provide answers to your questions.

Can Jira service management (JSM) can be setup with issue templates? e.g. a template for feature requests, change requests and bugs etc.

JSM can be set up based on certain business process templates but not based on specific issue types. For example, JSM has a template for the IT Services team that by default will include

1. Typical IT Services team issue types such as Service Request, Service Request with approval, Change, Incident, Problem, Task and Sub-task

2. Typical IT Service team Request Types such as Get IT Help, New mobile device, Request admin access, etc. Request type comes with customer form.

Other JSM project templates are Legal, Facilities, Customer Service, HR, etc.

If JSM has templates can they have required fields? e.g. description, URL etc.

You can define the required/optional/hidden fields in the Request Type's customer form

Can JSM be set up to automatically create an issue on a Jira Software Kanban board?

You can use Workflow Post Function or Jira Automation to achieve this.

Can updates to an issue in JSM or on a Jira Kanban board automatically update it's counterpart in the other platform?

This is too generic. Do you mean changes in JSM or Jira issue will trigger changes in the non-Atlassian platform? Whenever you want something "Automatic" you can always explore if Jira Automation has rules that can achieve your requirements or Workflow's post function.

Is it possible to opt out or suspend notification updates on either platform or turn them off by default?

You can create a new notification scheme, remove all notifications for each event and assign it to all projects.

Can it be set up to automate the closing of a ticket in JSM when an issue is moved to the 'Closed' column on a Jira Software Kanban board?

Back to my answer to your question #4, always explore Jira Automation, see if there are automation rules that can achieve your requirements. While for the above requirements, yes, you can do it with Jira Automation.

I hope it helps you to start exploring JSM projects and play around with its configuration.

Cheers!