How to share a JIRA defect between teams?

Question

Our team supports an orchestration service for a few other service teams at our company.  If our customers identify a defect, they enter a JIRA bug under their project and notify us via email.  We then enter a bug under our project in JIRA and notify the service team via email too.  Which, again, they enter a bug under their JIRA project and work to correct it.

At a minimum this creates a long chain of linked JIRA's for a single issue and additional manual effort to inform teams.  It would be nice for a single JIRA bug to be created, the involved teams be informed automatically and work on that JIRA.  While this may not be entirely possible today, it would be nice to streamline this effort.  A single defect is ok to deal with.  A list of defects introduces a lot of work across teams.

Can anyone provide some advice, techniques, or best practices on how to streamline this system in JIRA so that teams remain informed, can track their work, and reduce duplicated effort?

WeAreAllJustinNow · Accepted Answer

Hi Sheldon,

That certainly does seem like a complicated process.  Before looking for technological solutions for this, I would suggest that you start by looking at improving your business processes first.  I am certainly not privy to how your organization needs to do business, so I can't speak to WHY you need to create three different tickets for one ticket.  JIRA itself supports the moving of tickets from one project to another, so if you are all using the same instance if JIRA, this is certainly one way to handle this.  You may also want to look into how JIRA Service Desk can help you out.   Again, I don't know the particulars of your situation, so it is hard to tell specifically HOW to use JIRA Service Desk, but just based on the information here, this is probably where I would focus my attention first.

If you need someone to take a deeper dive into your circumstances, I would recommend hooking up with an Atlassian Expert (https://www.atlassian.com/resources/experts) as they would be able to work with you in much finer detail than what you could get on a forum like this one.  Process stuff can be pretty complex to grapple with in text alone.