In general, my company is having a very difficult time setting up JIRA. Right now, we're trying to figure out how to integrate JIRA Service Desk with JIRA as seamlessly as possible. We would like to use the following workflow:
How do we do this (step 3, specifically)? I have read the documentation in Confluence and can't find anything that answers this.
we did something similar but for this you need some plugins.
Requests come in over ServiceDesk, the first workflow step is to confirm or decline a request.
If it's confirmed we create an issue in the affected department-project (dev f.e.) with an automation.
There the issue will be resolved and the changes are synced back in the Service Desk.
Plugins which are needed for this
So in ServiceDesk you accept and decline your customer requests and change status if you don't have some automation for this with Script Runner - Escalation Service f.e.
Only thing you should have an eye on while syncing - every comment synced back to a SD-Project is a respond to customer but you can restrict comment sync itself.
We actually have this same problem.
If I could choose - I'd like it to be similar to what stash has in Development Tools a button for create branch. Ideally in SD the agents and collaborators would have a button to choose the project and create an issue there.
As it is now - a developer (or the CSE) needs manually create another ticket and then reference the support one in that using links)
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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