has anyone set up an incident management workflow between Jira and the Jira service desk? If yes, how is the bug opened in the Jira service desk raised as a bug ticket on the Jira side, and how does the information flow to the end-user / reporter?
Hi @Wasim Buden
When a Jira Service Management (Jira Service Desk's new name) request is created it can be shared with both you service and R&D departments internally and only when the agents want to - they can share comments/notifications with end user.
Moreover, the stages of the workflow can be internal but and in Jira Service Management you can "mask" all the internal statuses as general "In Progress" or "Escalated" stages, for example. It's free for you to rename.
Do you have an instance where you can try this and then we can help with more specific questions?
Beside what were already suggested, you can customize your WF in JSD to create a bug ticket in Jira's project via post function automatically. We are doing this in our env (on-prems), where issue raised in JSD will trigger issue creation in Jira project. In our envs, we are using Jira Misc Workflow Extension add-on to make the process easier/straight forward.
Don't know if this will work for your situation.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
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