Linked ticket update

Question

We are wanting to link updates to a Jira board ticket to our Service Management ticket.

In the example, we have a standard user (Bob) raising a ticket that requires a system change. The Tech on the helpdesk recieves the ticket (IT-001) and creates a linked ticked to a Development Jira Board (DB-099) for work. As the developers work on the change, they update the Development ticket (DB-099).

When the DB ticket is updated, we would like the comment to be pushed into the IT ticket. Is there anyway to do that?

I don't really want the IT Tech to sit between the two tickets, checking both tickets for updates and relaying. I also don't really want a developer to go onto the master ticket IT-001 and update if possible as we are looking to have a buffer between front line and development.

Hope this makes sense.

Thanks

Jack Brickey · Answer

@Ben Dale , we're you able to try out automation?

Ben Dale · Answer

We were trying to get the development team to just update their board work, rather than in both locations. Until we get the best solution, that is our current work around.

Rilwan Ahmed · Answer

Hi @Ben Dale ,

Welcome to the community !!

Is IT and DB project in same instance ? If yes, granting access to IT project for the required users from DB project will not work ?