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How to assign Servicedesk issues to developers

Mirco Lehnhoff

Hi there,

we have installed a JIRA Servicedesk (3 agents) into our DMZ. Additionally we have our company JIRA in our internal network (25 users).

When a customer raises an issue using the Servicedesk portal one of our agents shall distribute the issue to one of our developers. Unfortunately we cannot assign the issue within the Servicedesk system, as it seems that only agents are allowed to be assignable users.

What would you suggest, how we should process?

Is there a way to clone the issue to our internal JIRA and link to it?

I hope, that there is a simple solution.

Thanks in advance and cheers,

Mirco.

Accepted answers

All comments

Jobin Kuruvilla [Adaptavist]

Yes, there is an easy way to do that. You can create linked issue from a Service Desk ticket and then keep the workflow in sync.

Check out https://confluence.atlassian.com/servicedeskcloud/escalate-jira-service-desk-issues-to-other-jira-teams-930022008.html and the linked automation pages to know more about it.

Mirco Lehnhoff

Thanks a lot for the hint! It seems, that I can only create a linked issue on the same instance.

I linked both applications using impersonated OAuth, as the user base differs for both installations.

When I hit "Create linked issue" in my Servicedesk it only offers me projects within that Servicedesk and not of my connected JIRA installation.

Did I miss anything?

Jack Brickey

Did you install JSD as an application in your Jira instance. System admin > applications.

Mirco Lehnhoff

No, we have two separate instances: one for SD and the other one for JIRA. Both - located on separate machines - are connected via application link.

Matthias Gaiser _K15t_

Hi Mirco,

as Nic mentioned, I'd also suggest that you setup a synchronisation between the Jira in your DMZ and the Jira in your internal work. Then you can synchronize the issues, based on certain conditions & configurations.

I think, this matches the second level support use case described in this documentation.

If you're interested in a demo of Backbone Issue Sync, please drop us a line at support@k15t.com. Of course, you could also give the other issue sync solutions a try.

Cheers,
Matthias.

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