What is the workflow for Service Desk?

christopher-wilson

We're trying to wrap our heads around integrating Service Desk. How does an issue get from a service desk ticket get to a JIRA user who isn't a service desk agent? 

I'm trying to get a ticket registered by one of managers who is an agent to a designer, but he cannot see it, so I'm assuming that the manager is actually supposed to create a separate ticket?

Jack Brickey

Unless you want to make the JIRA user an agent then they cannot be assigned the task directly w/in JSD. What I have done is to have my agent clone the JSD issue and move it to the JSW application assigning to the person of choice. I have also created JSD automation to automatically resolve/close the JSD linked issue when the JSW issue is resolved. Note you can give your JSW users collaboration (review/comment) abilities in JDS.