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Syncing a Jira Service Desk Project with Jira Align as a Scrum or Kanban Team

Jira Service Desk Projects can be integrated with Jira Align utilizing the following technique:

1. Create a new Jira Service Desk Project


2. Create a new Jira Software Project


3. Update the Filter Share and Filter Query of the Jira Board associated to your new Software Project to bring in the Jira Service Desk Issues

On The Board Settings (Jira Cloud) or Configure (Jira Server & Data Center) pages update the Filter Shares of the Board to be set to the Service Desk Project and update the Filter Query to pull in the issues of Service Desk Project.  For Scrum teams you can also create sprints on the board's backlog that will be mapped to Jira Align Sprints.


4. Standardize the Issue Types on your Jira Service Desk Project to your organization's default Issue Type Template


5. Integrate your Jira Service Desk Project to Jira Align as a Scrum or Kanban Team

1. Map the Service Desk Project to Jira Align as a normal Project as referenced here:

2. Map the Jira Board to a Jira Align Scrum or Kanban team as referenced here:

You can also read more about integrating Kanban teams here:

3. You can now treat these teams as normal Scrum or Kanban team in Jira Align





Thanks for including the Help Center links @Tim Keyes !

Like Tim Keyes likes this

If our service desk project uses the exact same configuration as the software projects use, however, it's a service desk and so allows automation rules, SLAs, etc., then does it still have to be paired with a software project that won't even get used? Or, are you saying that the Jira Service Desk project can only be used for the intake and that the delivery team must use the software project to resolve issues?

The Jira Service Desk project has all of the requirements of Jira Align when it comes to:

  • Fields and screens
  • Workflows
  • Issue types
  • Etc. 
Sam Tsubota Atlassian Team Jun 09, 2021

@Suzanne Seaton The Service Desk project will be mapped to Jira Align for the issues to sync with Jira Align as stories. The issues in the service desk project need to use the same issue types and fields that the other Jira projects used. The Jira project that is created with the modified query filter to pull in the Service Desk issues into a Scrum or Kanban board is used to map the board to a Jira Align team. So while the issues will be created in the Service Desk project the issues must be managed in the Scrum or Kanban board in the Jira project. The workflow statuses from Service Desk project will need to be mapped to Jira Align statuses because they may be different than the other Jira projects in your Jira instance. This something your Jira Align admin will need to do.

Like Suzanne Seaton likes this


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