Linking service desk tickets to Jira Software

Question

Needing some advise of how to link any service desk tickets to our projects in Jira Software

By this i mean and "requests" that come through from customers that use the service desk that a developer needs to look at or action. is there an easy option, currently all the linking does is link the tickets.

I need all comments and information when complete to be logged on both sides, currently at the moment keep having to check and update one or the other.

Please advise thanks :)

Bastian Stehmann · Accepted Answer

Hi,

You can have a look at the automation settings. There is a predefined rule that will add some of the things you want, I think.

If you want more, check if you can extend the rule or maybe you will have to check for add-ons.

Alex Gay · Accepted Answer

We have a custom field (linked to insight), where we can assign the issue to a Dev Team.

The Dev Teams can see this ticket on their scrum or kanban board. (watch it, you need to add them to a sprint to make them visible on a scrum board, we use a never ending Service desk sprint)

On the daily stand up, the dev teams are reviewing the new incidents or service requests assigned to their team.

If it is urgent, we call the dev team to have a look.