Creating JIRA cards(Stories/Bugs) from Help Desk tickets

Bhuvaneswari Vasudevan

I have a Help Desk project that end users use to raise request for access requests, production issues and also request for new features / functionality.

At present all these requests are coming up as a service request into a service project and tagged to a specific queue within the service project.

 

I have two different scenarios where the JIRA  cards  need to be created differently and linked to specific initiatives/epics. However  in both cases service request needs to be open till the bug card is fixed and gone . It should be closed only after the underlying JIRA card has gone live.

When a user raises request that is for production issues - it needs to create a bug card in a software project linking it to a specific initiative created for tracking production issues.

When a user raises request for new feature/functionality- it needs to create a story card in the same software project linking it to specific initiative created for Feature enhancements. 

Trudy P Claspill

Hello @Bhuvaneswari Vasudevan 

These tasks can be accomplished with Automation Rules.

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

You would create the rules in the Service Management project.

The Trigger would be Issue Created.

You would add a Condition to check that the created issue is of an issue type for which you want to create a corresponding issue in your Software project.

You would then insert a Create Issue action, or a Clone Issue action, and as part of that set a link between the Service issue and the issue being created.

You can also create a link between the newly created issue and the specified Initiative.

You could handle both types of issue in a single rule using an IF-Else construct to do one set of actions for "production issues" and another set of actions for the "new features".

Give it a try and let us know if you have additional questions.