Is possible to sync Help Desk with a Board on JIRA ? How to do it ?

Question

In a scenario that we have Service Desk + Jira Software,

Every Issue opened in Service Desk can be cloned automatically to JIRA ?

And if so, is it possible to work just throughout the board on JIRA ?

Example:
An issue appears in the JIRA, your team pick this one and put to WIP, this WIP can be put automatically in Help Desk ? Just understanding that we move the card in swimlanes. Same to DONE (with different resolutions) ?

Another question could be, can we stop the SLA time in Service Desk just moving back from WIP ? Is it possible ? Any way to do ?

francis · Answer

Caio,

If you're on cloud, you can have a look at Exalate which is an alternative issue sync app, available for server to server, cloud to cloud and any other combination.

Br,

Francis

Matthias Gaiser _K15t_ · Answer

Hi Caio,

having only Jira Software & Service Desk in place, this is not possible.

But you can accomplish this with one of the issue sync apps in the marketplace. You can configure these so that all issues from your help desk are automatically created in Jira Software and therefore appear in your board where you can work on them.

I am not sure about the SLA's to be honest - but we could try this out together.

If you are interested in more details how to do this with Backbone Issue Sync, drop us a mail at support@k15t.com and we are happy to setup a web session with you.

Cheers,
Matthias.