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Multiple tickets raised from 1 Service Desk ticket

Charlie Smith_nosgqk

Hello,

I have a certain scenario within our business that I am wondering whether we can apply within JIRA...

1. Customer raises a ticket within the JIRA Service Desk portal

2. Ticket falls within project A to deal with however, project B team also need to do some work on the ticket. So project A team create a linked ticket, and then Project B team can also update the customer...

Is this possible?

I can't seem to find a clear way on how to do this.

Accepted answers

Alexey Matveev

Hello,

It is possible. You have to setup correctly project permissions. Users from Project A must have the Create Issues, Browse Issues and Assign issues permission in the Project B.

All comments

Victor Mutambuki

Charlie,

You can make use of Organizations. Both projects can use same organization.
https://confluence.atlassian.com/servicedeskcloud/blog/2016/09/group-customers-in-organizations

victor

Alexey Matveev

Hello,

It is possible. You have to setup correctly project permissions. Users from Project A must have the Create Issues, Browse Issues and Assign issues permission in the Project B.

Charlie Smith_nosgqk

I believe we've already go that set up, however, the linking of the ticket doesn't feedback to the customer that raised that ticket. Maybe I'm missing something.

Another thing we'd like to consider is whether project A team can see all fields but project B team can only see certain fields...Would I be able to do this using permissions?

Alexey Matveev

If you want to notify a customer, if there are changes in project B, then you should add the customer as a reporter or to a custom field and setup the project notification scheme.

Jira does not have custom field level security. You need a plugin for it. For example, this one:

https://marketplace.atlassian.com/apps/23216/field-security-plugin-for-jira?hosting=server&tab=overview

Charlie Smith_nosgqk

Thank you for that. We're looking to see if we can change our processes to allow us to not need that add-on.

Appreciate it!

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