Customer communication from a Jira ticket

Jeremy Wood

Hello, 

Our customer intake process happens via a JSM project. 

In situations where a request requires extensive development work, a second ticket is then created and added to a teams Jira Board. The JSM ticket is placed into a "Development required" status and the two tickets are linked together. 

Via automation once the Jira is closed out, the linked JSM ticket is also closed. 

What i am trying to solve for, is a simplified way for agents working in the Jira ticket to provide updates to the customer. In a dream world, it would be similar to how adding a comment to a JSM ticket works. You can select internal or customer facing. If the comment is customer facing, it gets copied to the JSM ticket where the customer can see that update. If they select internal, it stays only on the Jira ticket. 

 

How have other teams managed this type of setup in the past where they have a JSM ticket for the customer intake/updates. But a second Jira ticket for the actual work being done? 

Trudy P Claspill

Hello @Jeremy Wood 

Thinking off the top of my head...

I haven't had to implement this before but here is an idea.

You could potentially have a manual automation that prompts for input, and when that Automation rule is run you can take that input and add it to the Jira issue as a comment and also add it to the linked JSM issue as a public comment.

You don't get the Rich Text editor though, and can't add attachments.

 

Another idea would be to designate some key word/text that comments in the Jira issue must start with in order to be added to the linked JSM issue. Then have an Automation triggered by Work Item Comment. Have that rule evaluate the comment body to look for that key word and then post the comment to the linked JSM issue.