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Move an issue from JIRA Service Desk to JIRA Software

Mark Everest_qpl0l2

Hi,

We've been big users of Jira Software for a long time now and are starting to look at the Service Desk application, however I have found one blocker in our testing.

Right now, our user access to Jira is open for anonymous users, but if you want to contribute to an issue you need a login. This is great because it means our Service Desk can close issues from their current (crappy old) system and create software issues in Jira, and the user can track the issue in Jira Software anonymously without needing a login as long as they know the URL (we have 500 staff but only 59 need a Jira Software login as contributors).

With the ServiceDesk application in Jira, in the event of a bug, the Service Desk can now "move" items from the Service Desk project to one of our Software application projects - brilliant!

However, with the application enabled anonymous users are now automatically redirected to the Service Desk portal if they don't have a Jira ServiceDesk or Jira Software license assigned - this is the issue. Users who create the ServiceDesk issues (i.e. the majority of them do not have a Jira Software license) cannot track the progress of their bugs when moved as they lost all anonymous access to Jira Software.

When an issue is moved form a Service Desk project to a Software project, how can the original requester track the process of that issue in Jira Software now?

Thanks

Mark

Accepted answers

All comments

Walter Buggenhout

Hi Mark,

It looks as though you are trying to bend your use case to the limits (and even over) the boundaries of the application.

Instead of moving the issue to Jira Software, rather create a linked issue in Jira Software and use Service Desk Automation rules to make the Service Desk issue transition when the linked issue transitions too. That way, the status of your Service Desk issue automatically follows the status of your Jira Software issue. The customer can stay aware of the issue status through the customer portal (and Service Desk notifications) without the need to access the Jira Software issue.

Mark Everest_qpl0l2

Hi,

I can see that would work, but it would not be suitable for us.

Firstly, if a software enhancement request is reported to the ServiceDesk, we want to move (or close) that call and manage it in Jira Software - sometimes low priority issues can hang around for months to be scheduled and we don't want those cluttering up the Service Desk queues and affecting SLAs.

Secondly, that still doesn't get around the issue that enabling Jira ServiceDesk removes the ability or anonymous users to see Jira Software issues - this is an absolute must for us.

Thanks

Mark

Walter Buggenhout

Then again,

If it is a must for you to track support in Jira Software, why would you even bother implementing Jira Service Desk? If I follow your story, you would only add the complexity that your Service Desk people need to move a ticket to the other system.

Mark Everest_qpl0l2

Why would we not want Jira ServiceDesk?

Having one system as the front of IT should be a benefit of having both Jira Software and Jira ServiceDesk - one system to manage requests from users and potentially for other parts of the company too (e.g. Facilities, Catering etc.) Why have 10 systems when you can have one?

We want Jira ServiceDesk as it is far superior to our current Service Desk system which is old and rubbish. It isn't just for tracking software bugs, but think you are missing the point here, which is:

Enabling Jira service Desk stops anonymous access to Jira Software.

This is my issue, not the process needed, which what I am describing is less of an overhead to what we have to do now. For a ServiceDesk user to click "move" and chose a destination, is not a complicated process.

Mark Everest_qpl0l2

We've deployed service desk and now our users are complaining about no access to Jira Software issues any more as we don't want to spend huge cash on extra licenses that will not be used.

Mark Everest_qpl0l2

I've logged a product suggestion as 20028 but this site won't allow me to post a url

Mark Everest_qpl0l2

Plesae vote for it if you can find it!

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