Forward Ticket to Development Team

Question

Good Day,

So I am very very new to Jira Support Desk and not sure how to go about everything. So I really appriciate all the help that was offered to me so far.

Issue:

Management does not want to pay for the development team to have access to the service desk. They want a solution where the support ticket can be forwarded to the dev team and they can provide a answer, which I then should ccommunicate to the customer.

Is there anyway where I can direct a ticket to my dev team without having to add them as a user?

Also, if this is possible, how do I implement this?

Regards,

Jobin Kuruvilla [Adaptavist] · Answer

JIRA Service Desk automation supports this. Take a look at https://confluence.atlassian.com/servicedeskcloud/escalate-jira-service-desk-issues-to-other-jira-teams-930022008.html.

Also, check out https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

Pedro Felgueiras · Answer

Hi @clarise

We have the same problem and the solution that we found was to create a separate project and use a plugin called Create and Link (by Service Rocket).

The separate project don't have the service desk configure and all the users can make transitions and comments. The plugin help us to inherit some fields from from one issue to other.

The two projects are configured with some ITIL best practices.  The SD project have Solicitations and the other project have Incidents and Requests.

Regards,

Pedro Felgueiras