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Jira Service Management/Jira Product Board linkage

Krystal Thompson May 25, 2021

We have service desk tickets that get linked to product boards for development work. Is there a way for reporting to not receive duplicates when pulling information. For instance, when I pull all open tickets from the previous weeks I get the project issue and desk issue. I want to get everything at once. I know I can write a query. Just wanting to know best practices when linking product and desk tickets

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Kathi Paquet
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May 25, 2021

When you duplicates, can you explain more and what you mean by 'getting everything at once'.  For Service Desk issues, I create a filter to pull only Service Requests and display the link in my results to see the Jira Product Board linkage.

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Andreas Lärkfeldt May 25, 2021

You are on the right path - you should most likely write a JQL that excludes issues with issue link being Duplicates.

And yes I would also use issue linking between JSM and JS projects.

Depending on how the issue linked issues are connected you might want to use or add other issue link types :P

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John Funk
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May 25, 2021

Hi Krystal - can you describe the exact process that is happening now (including the issue creates) and what you are then hoping to see? 

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