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How to open a ticket in Service Project to Software Project

We have a Help Desk Portal that handles all of request and we track them with tickets. Now we want to still use the portal to create a Software Project for the Help Desk Portal.

1 answer

1 vote
Paul Wiggers
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Apr 17, 2023

Hello @Sergio Velasco 

Unfortunately, there is no Help Center functionality for a software project and you cannot make it directly available to your customers.

However, what you can do, is the following:

  • Create a separate request type for software requests. This is optional but makes it easier to handle the other steps
  • Create an automation that triggers on issue creation
    • Check if the request type is equal to the one created earlier
    • If so, create a new issue in the software project
      • Fill in all the required fields from triggering issue
    • Link the triggering issue to the newly created issue
    • Set the status to something useful
  • Create an automation that triggers on status change
    • Have the automation communicate the status of the software issue to the linked service issue
    • Have the linked service issue closed when the software issue is closed
  • Create an automation that triggers on comments
    • Have the automation communicate the comment on the linked service issue

Make sure that the automations have enough validations to single out the issues that you want to trigger on. 

This way, you can keep the customer in the loop of what is happening, while still have the issue available in software. 

Is this something you can work with?

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