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escalate Service Desk tickets to main database

Hi,

 

What is the best practice to escalate Service Desk tickets to the main bug database project of a product?
Duplicate and move to this project?

Thank you in advance,

Sabine Van Regenmortel

1 answer

1 vote
Gaston Valente Community Leader Feb 02, 2018

Sabine, in general we create a linked issue on an internal software project using the standard jira option.

this creates a new ticket, fill all the common fields between your sd ticket and the internal ticket ones and links the two.

i think it is the best option

using automations the agent can receive notifications when the internal issue gets updated.

Hi Gaston,

 

Thank you! I did not notice the availability of this command yet.

Too bad it cannot be included in a post function or screen of a transition.

 

Thanks again!

Sabine

Gaston Valente Community Leader Feb 16, 2018

great!

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