Jira Service Management with Jira Software

[Robert Keuroglian]

Forgive the general question, but we are moving to Jira for integrated DevOps.  We are implementing both Jira Software (JSW) and Jira Service Management (JSM). 

How do ticket submissions from customers received into JSM (e.g. a product issue) integrate with JSW to keep both Dev and Ops teams in sync?

We envision the following workflow:

1. Inbound Customer Request via Ticket Submission in JSM. 

2. JSM User evaluates and closes ticket or escalates to JSW for Dev Involvement.
3. JSW User receives new Request from JSM and evaluates based on Priority.

4. Once JSW issue is accepted, (Bug or Story) the issue would be placed in-flight on KanBan Board until resolved.

If Customer interaction is necessary for Dev to understand and resolve the issue, does Dev communicate direct to Client from JSW or is the flow Dev (JSW User) > Ops (JSM User) > Client?

When client responds, the inverse communication needs to happen.

[John Funk · Accepted solution]

Hi Robert - Welcome to the Atlassian Community!

Yes, that is all pretty standard and straightforward. Do exactly has you have outlined. For Step 2, when the ticket is closed or escalated, you can execute an automation rule automatically to create a ticket in the JSW project and link it back for the original JSM request. Creation of the ticket can also send an email to the JSW user.

Step 4 - work the JSW issue like normal in your Kanban board.

You can update the JSW issue by adding comments and then have another rule that adds the JSW comment to the JSM ticket as a comment there. Then the original customer will get notified from JSM of the comment. 

[Robert Keuroglian]

John:

Thank you for the reply!  Much appreciated.  I will incorporate your edits into our process.  Thank you again.

[John Funk]

You are very welcome.