I tried to search for this but I'm not really sure what I'm even trying to ask. I'm just going to type and edit and hope the question makes sense at the end.
We have a Service Management portal to report bugs in our in-house ERP but then they are just issues in JSM.
Some background. I'm the JSM admin here and have pretty good knowledge of everything JSM and automations. I'm relatively new to Jira Software but love that many of the settings concepts are very similar. We are on the Standard Plan in JSM and free plan on Jira Software. All projects are Company-Managed and I have full access to everything.
We can of course assign the head developer to deal with that issue but shouldn't we be putting the bug into Jira software as well so that they can be timeline'd plus we have agents in Jira Software that are not agents in Jira Service Management.
How is this typically managed?
I've seen some "apps" that can replicate issues back and forth between projects but I think the "end user"/reporter does need to be part of 90%+ of the comments made on that bug issue in Jira Software.
Just trying to understand best practices. Any input or links is greatly appreciated.
Hey @Guy Renko
I think you expressed yourself in an understandable way š
Based on your explanations, I assume you're having JSM and Jira Software in the same Jira instance, right? (aka the base url xxx.atlassian.net is the same).
There are different scenarios possible:
Hope that helps to get you started in your "collaboration design process".
Cheers,
Matthias.
Was going through my previous posts and don't know what happened to my response.
Thank you for all the info. I remembered reading about Collaborators as soon as you mentioned it and Backbone Issue Sync is the app I was referring to. Thank you again!
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Hi @Guy Renko
just to add to @Matthias Gaiser _K15t_'s great answer: If the issue linking approach (#2 in Matthias' list) is an option for you, perhaps the app that my team and I are working on might be of interest to you: JXL for Jira.
JXL is a full-fledged spreadsheet/table view for your issues that allows viewing, inline-editing, sorting, and filtering by all your issue fields - including all JSW and JSM specific fields - much like youād do in e.g. Excel or Google Sheets. It also comes with a number of advanced features, including support for (configurable) issue hierarchies. These issue hierarchies can be based on Jira's built-in parent/child relationships (like task/sub-task), and/or based on issue links of configurable issue link types.
With this, you can build a cross-JSM/JSW view like e.g. this in just a couple of clicks:
As you can see above, the requests from JSM are listed together with their linked bugs in JSW, giving an easy-to-comprehend overview of the work and progress across the involved teams. Note that this is really just one of a virtually endless of number of possible views and reports in JXL; you can also e.g. group your issues by any issue field(s), calculate sum-ups, and freely configure conditional formatting rules.
Any questions just let me know,
Best,
Hannes
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