Convert service management submission to ticket.

[Jon Harding]

We are using Service Management for people to submit feature requests as well as bugs for the internal software we use heavily as a company.

I would like to take a bug or feature request and move it over to our JIRA boards. When I do the link the submitter got to view the service request is no longer valid.

Has anyone found a good workflow to shift work into the development team's sprint regardless of it being a bug or feature without having to duplicate the issue and keeping visibility for the person who submitted the initial ticket?

[Mikael Sandberg]

You can do this via automation, I have a couple of teams that does this. They use JSM as the intake and once moved to a specific status, or right away, makes a copy or clone the request into an internal project. Here is an example that clones the request and closes it with a comment:

 

[Jon Harding]

Do you disable responses from JSM so they follow the ticket on the team board instead?

[Mikael Sandberg]

No, in this case it only informs them that the request has been moved and if they need more information to contact the team via Slack and replies are not monitored. The internal issue has a link to the request so if the customer mention the request they can find the internal issue via the link.

[Andrew Laden]

You aren't really using the products as designed. 

JSM is designed for customer service "Agents" to be able to communicate with customers. The Agent would open a linked issue in a developers project, and act as a "go-between" between the developer and customer. The developer would not talk to the customer directly, nor would the customer have access to the developers ticket.

Its not really designed for internal use where all the customers would be licensed for jira anyway, so they wouldn't need the limited portal that unlicensed users get. They would just open tickets directly in the developers project.

That said. The "Extension for Service Desk" Add on from Deviniti has the ability to add links to the portal. Along with a lot of other neat features. So in your case, you can create a linked issue in the developers project, and the user would see that linked issue in the portal, that they could then click on to get to the developers issue.

https://marketplace.atlassian.com/apps/1212161/extension-for-jira-service-management?hosting=datacenter&tab=overview

Docs

https://deviniti.com/support/addon/server/extension/latest/issue-links/

[Jon Harding]

The move functionality breaks the link from the initial email for the submitter to view it. I can certainly play with the custom field aspect.

[Jimi Wikman]

Yes, you can just use the Move function to transfer the issue to another project, or if you have uniform setup then you can just assign the issue to any Jira project using a custom field and if configured properly it will show up in both projects.

[Jon Harding]

The move functionality breaks the link from the initial email for the submitter to view it. I can certainly play with the custom field aspect.