am looking for creating workflow wherein one can synchronize up service desk with another project

Question

Basically this is what i am looking for .

Service desk ticket is created by customer.

and there is internal ticket that clones the service desk ticket when  the above ticket is valid .

Validity is checked by one of the users.

After cloning .  the two tickets must be synched.

Meaning if it is work in progress , the customer must be aware of it and all the particpants should be aware of it.

and once it is closed it should close the ticket in the internal project and also the main project.

Mary Thomas · Answer

Hi I was able to clone the  service desk  ticket to the internal project.

i would like to close the service desk ticket whent the  internal project is done.

am able to send email to myself  when the internal project is done from the service desk automation but not able to close ticket for the starting ticket..

it keeps complaining with this message

Action does not exist for current issue status

This are the steps i did serially.

Transition issue to in progress

Transition issue to "Close Issue"

Transition issue to "Waiting for customer"

none works. Is it possible or am i doing something wrong.

thanks

Jack Brickey · Answer

@Mary Thomas, welcome to the Community. Is this other project another JSD project, a JSW project or something else?

If you are trying to setup up JSD for say development feature/issues with a JSW project please see this article - escalate-jira-service-desk-issues-to-other-jira-teams

Basically, you can certainly accomplish the task and if linking to JSW then you should use Create Linked Issue feature. You will want to use Automation to keep the issue in sync and add comments.