Create a external Jira issue from ServiceDesk

Question

Hello all.

I'm evaluating ServiceDesk and would like that our support team to create an Issue on our Devs Jira environment.

ServiceDesk and Jira are separated applications that uses OAUTH link between them.

I could't realize how to make this work. Is there any native ways to doing that? Is there any way to make our "Remote Project" appear on our ServiceDesk's "Create Linked Issue" dialog?

Régis Oliveira · Answer

Hello Amanda!!

I think that your process fits on what we need. I really appreciate if you could share it with me.

Thanks a lot!!!

Mandi Chiancone · Answer

Hi Régis,

I am not sure if this will help you or not, but this is what our team has done.

We have created an automation that when an issue is "linked" in the service desk it automatically moves the issues to the development project.  Additionally, there is a comment that is sent to the end-user that this issue has been moved.  There is another automation that sends an email to the customer when the issue has been "resolved or closed" in the development project.   The final transition closes the original support ticket when development has released that 'issue' to production.

Would this help?  If so, I am glad to send you the document we created.

Jack Brickey · Answer

Why would you not add JSD to your existing JSW instance? I’m unsure how to achieve your request but maybe someone else has an answer.