Create a linked jira software issue for dev team out of jira service desk

[Simon Kälberer]

Hi,

I read in the Service Desk documentation that agents are able to create a linked issue in a jira software project in a service desk issue.

However I do not find any Jira Software Projects in my Service Desk Application and documentation doesn't provide further help.

Maybe some of you can help me to set up both application so that I am able to create these linked issues?

Cheers and Thanks,

Simon

[Jack Brickey]

First, to be clear you must have the JSW application installed/licensed. It isn’t included with JSD. Second, you need to ensure that the agents in JSD have permissions in the JSW projects they are to create links to.

once you have verified both of these please advise where you are stuck. 

[Simon Kälberer]

Thanks Jack.

We have both Jira Software and Jira Service Desk licensed and installed.

According to project configuration both administrators and service desk team members have the permission to link issues. And function is also activated.

If I try to link the JSW-Issues to JSD-Issues in JSW I find the JSD-Project. However an error message is shown that link cannnot be created because there is no authentification configurated.

[Simon Kälberer]

Trying to link issues from JSD to an existing Issue in JSW works. But I cannot not create an linked JSW Issue out of JSD.

[Jack Brickey]

Cloud or Server?

Below is what you should see or similar when you click on the ellipses in the top right when viewing the issue. This is from Cloud so if on Server it may be a bit different but it will be close.

[Simon Kälberer]

Hi Jack,

we use server. JSD and JSW however are installed on different VW. What I don't get is that I can link an JSD Issue on an existing JSW issue. But I am not able to create a new linked issue.

I have uploaded some screens. If I am creating a link to an existing issue I can switch server and select an issue in JSW. If I am creating a linked issue this option is not avaiable and I can only choose a project in JSD.

[Jack Brickey]

Ok so I suspect it has to do w/ being on different VMs but I don't work in that world so can't say for sure. Question - do you actually even see "Create linked issue" option on your more drop down? Also, what version are you on? It appears that this was added to server w/ 3.10 maybe.

BTW...i have pinged other champions that would be more knowledgeable w/ server instances so we should get to the bottom of this quickly.

[Simon Kälberer]

First of all, thanks Jack that's very kind of you.

Regarding your question, yes I can see "create linked issue" -> "verknüpfte Issue erstellen" in the dropdown menu.

On one VW we have installed JSD 3.14.0 and Jira Core 7.11.0 on the other VW JSW 7.11 and Jira Core 7.11.0.