1. my users reports bugs in service desk
2. my agents confirms and prioritized the bugs in service desk
3. now I want to move the bug to the jira backlog so that we can plan it in a sprint and fix it. once it's fixed I want the user who reported the bug to be notified
I'm on jira cloud.
I've figured out how to do 1 & 2. How do I do 3?
You can Move the issue from JSD to JSW if you want but then the Customer will loose sight of it. In my world I maintain the JSD ticket so that the agent can maintain insight into the progress of the JSW issues and communicate to the Customer as required. You may want to read my response to the following topic for more on this - https://community.atlassian.com/t5/JIRA-Service-Desk-questions/How-to-create-a-JIRA-issue-from-a-Service-Desk-Ticket-and-have/qaq-p/122147/comment-id/4795#M4795
Let me know if I'm off topic here or if there are further questions.
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