We have two service desk projects for two teams, software and ICT/Sysadmin. Some issues we receive in one service desk requires the other team to investigate something, and come back with an answer or resolution. We want to keep customer feedback in the original issue.
Ideally, we would like to create a linked issues in the other teams Service Desk, but we do not want to open up both service desks to all members of both teams. At the moment we have not been able to configure JIRA Service Desk to allow that (we are using latest server version).
Is there a way to do this? Are we missing something?
Any help appreciated!
In order for someone to create a link they would need access to the service desk to see the issue. The JIRA service desk is created to have open communication and transparency. It sounds like you should be using Service Desk collaborators. A collaborator can be added to an issue as a watcher or by using the @nameincomment. They have access to the service desk but can not communicate with the user (reporter). All of the collaborators comments will be internal. We have teams that support each other in our unit but have separate service desks. We have agents who manage the desk and are responsible for meeting SLA. They collaborate with other team members to get issues resolved. All of the information then remains in a single JIRA service desk issue.
Here is some information on Collaborators (a collaborator uses a jira core or jira software license)
Thanks for the answer, however we are using a newer vrsion of JIRA where the collaborator role does not exist anymore; for some reason JIRA decided not to continue that.
In the mean time we found that we can create links between issues in different Service Desks (which is not the same as a creating a Linked issue, as that also copies information to the new ticket). But that creates additional overhead: Create an issue in the other Service Desk, remember the number, go back to the original ticket, set the link to the just created ticket. In principle, this is all the functionality we need but now it takes many more steps then just creating a Linked issue. It would be so nice if that can be solved by JIRA.
What if they want to link to the ticket but shouldn't be allowed to comment as an internal agent? They need to be kept as a service desk customer to one desk but as an agent in another and they want to link the two tickets. The original task ticket in Service Desk 1 to the ticket requesting assistance from the other team in Service desk 2.
That's not possible at this time. It could show the link and then if they click on it and they're not permission-ready it would kick them from agent view to service desk and if they aren't a service desk customer would kick them out to the desk for submission of tickets.
Currently they can create the link but then cannot see it. All they really need is to be able to see it, but it would be even better if it would take them to their service desk request.
Figured it out - paste the link.
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