How to sync liniked issues between Service Desk and Software


we're using Service Desk to collect issues from customers. We also use JIRA Software. We create linked Software issues from those JSD issues to control development.

How can we sync those two issues? Exocet offers sync of many field but it doesn't seem like "Status" is one of them? I wish for the JSD issue to be closed, when the Software issue is closed. Is that a designated way to use this combination, or are manual updates the better solution?




1 answer

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Jack Brickey Community Champion Jul 07, 2017

this is an often discussed topic w/in the community and you will find various answers with a bit of searching. The most often used is captured below.

Here is what we do...

  1. Use Create Linked issue to clone the issue to the JSW project
  2. Set up automation to close the JSD ticket when the JSW issue is closed. this can be done to set the appropriate resolution too. You can and should automate a canned comment back to the customer upon andy automated closure, e.g. your issue is resolved in the latest version of the SW. If the closure may be questioned by customer, e.g. request declined you may not wish to automatically close and rather have the JSD agent review w/ the customer. However, this is a preference.

The only thing you cannot do, AFAIK, is to have the comments mirror over. 


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