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Can I change a service ticket to development ticket

In some cases a support ticket needs further development work than can be addressed by the service team. What do I do to present the issue and add it into the development que?


2 answers

1 accepted

2 votes
Answer accepted
Dirk Ronsmans Community Leader Apr 26, 2022

Hi @Ásta Hrönn Maack ,

Imho a proper process would be to create a Linked Issue in the correct software project and have that linked to the Support ticket.

That support ticket could then be closed if a workaround is available or be kept open (perhaps in a specific "pending" state) if no immediate workaround/solution can be provided

0 votes

Technically, yes, you could take an issue from a JSM project and move it into a development type project for further work, but there's a big problem with doing that - you'll lose the request the customer made, and your communication channels with them.  To the customer, it looks like you've deleted their request!

The right thing to do in Jira is to retain the request as it is, and, as @Dirk Ronsmans says, create and link a development issue.  (I'm not trying to steal his thunder here, please mark his answer right!  I'm posting to explain what is behind his recommendation). 

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