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We just launched Jira Service Desk to our technology groups. Currently our development group uses an old software to manage there projects. This system has been updated for nearly 10 years, and its workflow has been made very complicated to meet certain "requirements".
We are planning to move this process over to Jira Software, bringing the support and Developers all under the same platform. What I would like to hear more about is how others are setup in receiving customer requests that go to development, and eventually deployed. Are the customers only restricted to Jira Service Desk? Or do they see the Software projects as well? Do you close the Service Desk request upon it being opened in the Software project for development or do you keep it open until the problem is resolved?