Any IDEA how two JIRA service desk project collaborate

Question

Hi,

I'm having the following scenario:

"Project A Support Desk" received one issue from customer but need support from another team such as "Project B Support Desk", so they added the "Project B" user as "Organization" to get feedback/support from them. However, project B also want, this issue will come as a ticket not only by mail notification when adding project B members as organization.

Is there any feature/automation possible when "Project A Support Desk" asking support from "Project B Support desk"  by adding them as Organization, it will automatically generate one Service Desk ticket for "Project B Support Desk".

volkan ciftci · Answer

Hi Shekhar;

You can only use web link for seperate instances. Web link will not be displayed updates for linked issue like ProjectB1.

And as i know that there is not any way  in automation rule for seperate instances.(meybe, you can prepare a script with script runner and apply it in post functions)

br,

Shekhar Sarker · Answer

Thanks for reply..

If is it work for different for two seperate JIRA.

For example;- IF Project A is in JIRA service Desk and Project B is in JIRA not the JSD, then can I linked the issue and used the automation role.

volkan ciftci · Answer

Hi Shekhar;

There are  two close ways for your request.

1- Manually, Service Desk(SD) user of  ProjectA can create linked issue to ProjectB and changes status as pending. User can track linked issue in ticket created on ProjectA..

Resolved issue can displayed like ProjectB1 (linked issue part on main issue screen of projectA)

2-  automatically, You can add post function on related transiton. add post function-->Script Post-Function(script runner plugin is needed) -->Create subtask (for projectB). User can track linked issue in ticket created on ProjectA

Resolved issue can displayed like ProjectB1 (linked issue part on main issue screen of ProjectA)

PS. SD Users of ProjectA have rights for ProjectB

for creating linked issue --> linked issue

For instance : customer create an ticket to operation team (eg. ticketA in projectA), if one step is related  with system team, operation team create issue(eg. ticketB in projectB) to system team and linked that ticket(ticketB) on ticket of customer(ticketA) .

hope, it gives you an idea

regards