How do you handle Service Desk Requests & Jira Issues so that you can limit engineer's interaction?

Holly Ryall

We are setting up Jira Service Desk and Jira software.  We have 3 agents for Service Desk who are tasked with triaging Support Requests as they come in. If work needs to be done by our engineering group, then a related ticket (bug/software) ticket is created. The engineer works that ticket but because the reporter is only kept in the loop on the Service Desk request, as the Jira Software ticket moves through the workflow, the reporter has no idea what is going on.

Has anyone found a way to automate this process, specifically keeping the original reporter in the loop on the SD request while the actual technical work is being done on the Software one?

 

Thanks in advance.

Susan Hauth _Jira Queen_

Hi Holly,

There are Automation rules in JSD that will do an action based on the transition of a linked issue.  So if you link your software issues to the service desk issue and then look for specific transitions, you can do a number of updates to the service desk issue. 

If you want to get fancier, and scriptrunner and some other plugins will allow all sorts of actions, comments, updates on linked issues as post-functions,

I hope that helps

Susan