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At my company, we do not have a separate support team and instead the development teams have a rotating role each sprint to handle any support requests we receive. They are currently using Jira Software for the development work using Scrum boards in classic projects.
We are migrating to ServiceDesk so the teams are able to work in a single environment and to improve tracking. The next-gen service desk projects look very promising so we have been trying to set those up.
To make things easier to manage, we would like to have the ServiceDesk issues show up on the team's scrum board and allow the assigned user to work on them from there but we are having problems getting this to work.
This is what we have tried with a test setup that would match what we are trying to achieved:
With that we are able to see the SD issues on the bottom of the backlog but cannot move them up the backlog, add them to a sprint or view them in the Active Sprint in the swim lanes.
I tried adding a field to the SD requests called "Sprint" but this did not change anything.
Is this kind of integration possible? Do we need to use a Classic ServiceDesk project instead?