[How-to] Creating an idea intake process with JPD and JSM

[#1]

In this video, I'll show you how to create an efficient intake process using Jira Service Management (JSM) in conjunction with Jira Product Discovery (JPD).

I'll explain how to provide transparency to issue reporters by tracking the progress of their issues through the discovery cycle.

You'll learn how to:

• Set up an automation rule to create ideas in JPD for issues raised in JSM.
• Use automation rules to sync issue progress between JSM and JPD.
• Ensure that the status updates in JPD are reflected in JSM to keep all stakeholders informed.

By the end of the video, you'll have a clear understanding of how to integrate JSM and JPD for seamless issue management and enhanced transparency.

[Łukasz Modzelewski _Lumo_]

Great showcase @Axel Sooriah !

I was doing something similar manually, with some extra rules eg. if I knew we won't be doing something in the nearest future: I was resolving JSM tickets, with 'roadmap' resolution, just to keep JSM views a bit cleaner, but still to be able to get back to customers interested in given feature :) 

[Abhinav]

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[Sara Jew Lim]

hi @Axel Sooriah thanks for this video -- super helpful! i'm trying to set up a similar workflow for my company, but I'm curious how you handle situations where multiple customers have requested the same feature and you want to track each of those requests separately (e.g. so you could list all the requests from a specific customer in JSM), but still link them to the same idea in JPD (i.e. to avoid duplicate entries in JPD)... Is the only way to do this through manual de-duping?

For example, let's say customer A requested login with face ID yesterday, the submission through JSM goes through all the automations you showed in the video... and then customer B requests login with face id today. it seems like that would create a new, separate idea in JPD, per your automations. Is there a way to automatically link customer B's request to the idea created yesterday, for example, could the JSM form let you search and link JPD ideas directly, or does that have to be a manual process once the new idea is created in JPD?

[Axel Sooriah]

@Sara Jew Lim 

Thanks for your question. 

I would take 2 steps in that case:

1. I would add a field in JSM (like a Triaged checkbox) that I can use in the automation logic to say only create an idea if the triaged checkbox is ticked. This would avoid creating multiple ideas in JPD for the same feature request.

2. Then I would manually review the JSM queue and add Customers to an idea (for the feature request) in JPD.

Here's what that might look like in JPD.

There's a manual component to this of course but it's the best way I could think of right now to solve for this.

Hope this helps.