escalate Service Desk tickets to main database

Question

Hi,

What is the best practice to escalate Service Desk tickets to the main bug database project of a product?
Duplicate and move to this project?

Thank you in advance,

Sabine Van Regenmortel

Gaston Valente_dzz4x1 · Answer

great!

Sabine Van Regenmortel · Answer

Hi Gaston,

Thank you! I did not notice the availability of this command yet.

Too bad it cannot be included in a post function or screen of a transition.

Thanks again!

Sabine

Gaston Valente_dzz4x1 · Answer

Sabine, in general we create a linked issue on an internal software project using the standard jira option.

this creates a new ticket, fill all the common fields between your sd ticket and the internal ticket ones and links the two.

i think it is the best option

using automations the agent can receive notifications when the internal issue gets updated.