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Suggestions for a workflow that allows me move issues from the service desk to a development project

Amanda Chiancone Sep 06, 2017

We currently have our Service Desk configured and would like to send issues that should be prioritized in our development backlog to a different project.  I was doing this manually, which is not terrible, but I am thinking there is a better solution?  

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Steven Behnke Community Leader Sep 06, 2017

I would not.

I would rather use the Create + Link operation in the More menu to create a cooresponding issue in the respective Software Project backlog. Then I would use Automation to automatically close the Request when the Development item is closed.

Jack Brickey Community Leader Sep 06, 2017

agree w/ @Steven Behnke here. there are some other threads that provide ideas on automation too. You will see one of them to the right under Related content > Re: How to create a JIRA issue from a Service Desk...

Amanda Chiancone Sep 07, 2017

Thank you both!

Jack Brickey Community Leader Sep 07, 2017

can u accept Steven's answer?

Amanda Chiancone Sep 07, 2017

@Steven Behnke do you have any insight or best practices that you can share for the automation action that you mentioned.

Jack Brickey Community Leader Sep 07, 2017

here is something i use. you can make more complex by using different comments based upon the resolution in the JSW issue.

automation.jpg

Steven Behnke Community Leader Sep 07, 2017

Yep Jack is on point –

The "A linked issue is transitioned" is the WHEN even you're looking for. You can use the IF area to set conditions. Typically you'd like to let the customer know that feature was fixed and can be released soon.

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