How can i link the service desk tickets with Jira software project?

[Arpita Ray]

My clients and internal stakeholders input the tickets in the service desk. I want to link these tickets with the Project backlog where my developers are allocated so that we can bring them into the sprint for resolution.

How can i achieve this?

[Gökçe Gürsel {Appfire} · Accepted solution]

Hi @Arpita Ray 

Welcome to the community.

To link a JSM ticket to a software project issue, just simply click "Link issue", select your link type, enter the issuekey for the software project issue and you are done. You can also create the linked issue there by clicking create linked issue.

Please let me know if you have further questions.

Regards,

Gökçe

[Arpita Ray]

Thanks @Gökçe Gürsel {Appfire}  for such a quick response! :) 

Can this be automated? The moment the ticket comes into the service desk, can it get reflected on a separate project on JIRA Software

Regards,

Arpita

[Gökçe Gürsel {Appfire}]

Hi,

Creating a new linked issue in a Software project is easy to achieve. You need to go to your JSM project >Settings > Automation and a rule like this:

Don't forget to add the "Linked issues" field to create screen of the Software project.

Does this meet your requirements?

BR,

G.

[Arpita Ray]

Thanks!! Will try this out! :) 

[Arpita Ray]

@Gökçe Gürsel {Appfire} do i need to have admin rights on the JSM to be able to apply the rule?

[Gökçe Gürsel {Appfire}]

I believe you need to be a project administrator in the JSM project or Jira Administrator. You can check whether project admins can set the rules by going to Project>Settings>Automation> Click ... at the top right corner > Global Configuration.

Another thing to note here is that the Automation User should have the necessary permissions for these rules to work properly. You can check the following article:

https://confluence.atlassian.com/jirakb/automating-creation-of-service-management-linked-issues-with-other-projects-966054412.html

Cheers,

Gökçe

[Mark Toledo]

Hi @Gökçe Gürsel {Appfire} , if the issue from JSM is linked to Jira Software, does that mean that when a comment is created in JSM it will also be created in Jira Software? :) 

[Krys Prendergast]

@Mark Toledo Sadly not, you can create an automation to have that comment added to the linked ticket.