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In order to better help you with this case, we need more details about your questions.
I'm not sure if I understood correctly, would you like agents to create bugs via email or if a customer creates a ticket through email the agent will have to create a second ticket as a bug?
About the second question, can you give us more context about it?
When they check a request on Service Desk that they need to track as a bug in Jira Software, they can create a new bug using the + button and selecting the desired project. Then they can link the Bug to the Service Desk request, so the ticket will still be available for the customer to check in the portal.
To link one ticket to another, they can follow the steps of the documentation below:
- Link issues together
If they want to use the same ticket, they can move the ticket to a Software project and change the issue type, but in this case, the customer that created the ticket won't have access to view it anymore.
- Moving an issue
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