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Limited when keys/tickets being shown when merging ServiceDesk ticket with sprint

Meg Kison

New user! I'm trying to merge the service desk ticket with the Sprint. I was able to configure but scenario is that when we created the ticket in Jira Service Desk and if the status of the ticket in JSD is in progress, this is the only time when it will be reflected in JSC.

May i know if it is feasible to configure to have certain statuses in JSD that will automatically reflect to JSC? Thanks!

Accepted answers

Trudy P Claspill

Hello @Meg Kison

Welcome to the Atlassian community.

Can you please provide the details of how you were "able to configure" functionality so that the ticket in JSD that is In Progress is reflected in JSC?

We need to understand what you have currently configured to provide advice on why it might not be working as expected, and how to change it.

All comments

Trudy P Claspill

Hello @Meg Kison

Welcome to the Atlassian community.

Can you please provide the details of how you were "able to configure" functionality so that the ticket in JSD that is In Progress is reflected in JSC?

We need to understand what you have currently configured to provide advice on why it might not be working as expected, and how to change it.

Meg Kison

Hi @Trudy P Claspill

Thanks! I've followed the thread below for the configuration.

Article

But I wanted to set that if the status of t he ticket in JSD is "Pending", it will still be able to view it in the sprint backlog. Currently if the Status is "in Progress" that is the only time it is being shown in the Sprint/Backlogs.