Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
4,361,330
Community Members
 
Community Events
168
Community Groups

How to get feedback from collaborators, when they are ready with their processing of an issue

Dear community,

like a lot of other companies we have a support team and multiple development teams in the 2nd level.

All the development team members are set as collaborators in JSM.

My question is all about communication between the support and development.

For instance, if a service request for a translation change in one of our web components comes in, then I know how to notify the correct development team about it and the team can plan their task/story in their own development project. But the change itself might take some time. 

What would be the intended way of communication back from the development, that the change has been done? Is it just an internal comment from one of the collaborators? Or is there a way for a collaborator to trigger a transition? 

I would like to have a kind of notification about progress in an issue instead of having our support team observing it all the time.

Thanks for your help and best regards,
Marek

1 answer

1 accepted

0 votes
Answer accepted

Hi @Marek Troschinski , welcome to the Community!

Historically, this was usually handled via an internal comment as you already noted. The unofficial "collaborator" role really doesn't have the ability to do much else. Since the adoption of Automation for Jira as native functionality in Jira cloud, cross-project automations are now able to provide better integrations between Service and Development projects.

The automations can be configured in different ways to suit each organization, but typically this is built into the workflow. e.g.:

If an issue in DEV project is transitioned to Done, transition linked issue in SVC project to <custom_status> or leave comment, etc.

Just be aware that since you are on a Standard plan that there are limitations to the number of monthly cross-project automation rule executions that can occur each month. 

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
TAGS
Community showcase
Published in Jira Service Management

An unofficial way to monitor a JSM mail handler for errors

...eturns true if any content is returned for the webResponse.body.data.first s...

714 views 3 20
Read article

Atlassian Community Events