Service Desk Sync with Software

Richard Pugh

I am creating a service desk to replace curent ticket system.

We would like to synchronize the service desk tickets into the Jira Software to manage the tickets as backlog so we can manage from a PM perspective e.g,. maeasure burn-down etc...

Is anyone doing the same?

Steven F Behnke

It's not ideal to sync two project's of issues.

The usual format followed is to create valid issues into the Backlog using the Create Linked Issue operation: https://confluence.atlassian.com/servicedeskcloud/blog/2016/02/create-linked-issue

This allows you to maintain a single "Bug" or "Feature" in the backlog. This may be linked to multiple "Requests" or "Reports" from the Service Desk. Finally, an Automation rule can be setup to auto close or auto notify the Requests or Reports of changes in the backlog.