How can we create a linked issue from one service desk project to another service desk project?

Question

We have two service desk projects for two teams, software and ICT/Sysadmin. Some issues we receive in one service desk requires the other team to investigate something, and come back with an answer or resolution. We want to keep customer feedback in the original issue.

Ideally, we would like to create a linked issues in the other teams Service Desk, but we do not want to open up both service desks to all members of both teams. At the moment we have not been able to configure JIRA Service Desk to allow that (we are using latest server version).

Is there a way to do this? Are we missing something?

Any help appreciated!

Steven P · Answer

What if they want to link to the ticket but shouldn't be allowed to comment as an internal agent? They need to be kept as a service desk customer to one desk but as an agent in another and they want to link the two tickets.  The original task ticket in Service Desk 1 to the ticket requesting assistance from the other team in Service desk 2.

That's not possible at this time.  It could show the link and then if they click on it and they're not permission-ready it would kick them from agent view to service desk and if they aren't a service desk customer would kick them out to the desk for submission of tickets.

Currently they can create the link but then cannot see it.  All they really need is to be able to see it, but it would be even better if it would take them to their service desk request.

Figured it out - paste the link.

Nic Brough -Adaptavist- · Answer

Collaborators were replaced with participants, they are much the same.

Arno Schoenmakers · Answer

Thanks for the answer, however we are using a newer vrsion of JIRA  where the collaborator role does not exist anymore; for some reason JIRA decided not to continue that.

In the mean time we found that we can create links between issues in different Service Desks (which is not the same as a creating a Linked issue, as that also copies information to the new ticket). But that creates additional overhead: Create an issue in the other Service Desk, remember the number, go back to the original ticket, set the link to the just created ticket. In principle, this is all the functionality we need but now it takes many more steps then just creating a Linked issue. It would be so nice if that can be solved by JIRA.