How to create a non-service desk issue from a service desk ticket?

Question

Hello,

We have a project that someone uses the Service Desk to submit a ticket. Once that ticket is submitted, I want it to convert to a different (JIRA Software) project, as to not require a high level expensive agent account. The Software ticket is then handled by employees and works through the workflows. Once complete and closed, it should report back to the service desk ticket to close out and send an email to the submittor.

I would want it to also migrate comments, workflow transitions, etc. simultaneously.

Is this possible?

Jack Brickey · Accepted Answer

You want to keep the JSD ticket intact and create a linked issue in JSW project. Use JSD automation to update the JSD issue when the linked issue is resolved. There are a number of posts on how this is done in the Community. It is a bit different in server than cloud but the concept is the same.