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We have a Jira Service Management and Jira Software instance.
We have created a rule that when tickets are assigned to a certain status on Service Management it is now logged on the backlog of the Jira Software instance for a developer to pick up. The status assigned on the Jira Software instance is New.
What is the best way to keep the Jira Service Management team updated when the developer assigns the ticket to an in progress status. (So they can inform the client it is being worked on) . They are not really keen on receiving notifications. Is there another way you can update the ticket on the Service Desk component maybe in the comments section to show the ticket has been moved into In progress)?
Hi Vanessa! We do a combination of everything mentioned, as well. I created a global looping transition on the workflow in my JSM project that has a post function that copies the issue to the software project and links the two issues.
Because they are linked, I am able to trigger a handful of automations to keep statuses in sync, update fields and copy comments over, if needed.
Automation syncing statuses:
(The software project has a more complex workflow, so multiple statuses map to one JSM status).
Hello Melissa, I just want to ask - doesn't this automation trigger every time you move the original issue to one of the statuses mentioned? I mean it triggers even when the linked issue already is in Work in progress?
Just a hint that this could slow your instance a bit (not one automation, but many similar) and maybe more conditions are needed.
Have a lovely day!
We do something similar as well, except that we clone and move a copy to the software project, linking them together. That way we can always see the status in the service ticket for the linked development issue. And as Kathi noted, you can include updates in your automation.
Yes, I used the Automation rule but I have mine set up a bit different.
When the Agent progress to Provisioning, there is a rule based off a custom field (Support Group) to create an issue in the corresponding JIRA Project and link the issues. Then I have another rule that when the linked issue (Jira Project) moves to "In Progress", it automatically moves the Service Desk Ticket to In Progress which triggers a comment.
There are many ways to accomplish this.