Service Desk -> JPD connection

Holly Holbrook

We're using Jira Service Desk to collect Feature Requests from customers and internal users and are then linking Service Desk tickets to JPD Ideas. It doesn't look like there is any easy way to be able to make that connection from Service desk to Jira and be able to cross reference the two from both JPD & Service desk. 

 

Is there a better way for me to do this? 

Nick Haller

Hi @Holly Holbrook ,

JPD does not have an out-of-the-box solution for this currently.

Having said that, we see some customers leveraging automations as a workaround to create JPD ideas when a feature request is raised in a JSM project. This rule might look something like this:

1. WHEN: Issue Created
2. and IF: Project = JSM project
3. and IF: Issue Type = Feature Request
4. THEN: Create JPD idea in JPD project
5. Select which field(s) to map in JPD idea
6. THEN: Link issues 

 

Here is a successful test of a JPD idea created through the automation above. As you can see the JPD idea was created through the A4J user, and linked the JSM issue:

 

Please note as well under this automation's Rule details tab - I have the Scope set to Multiple projects, and selected both the JSM and JPD projects.

Hope that helps!