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Updating of Jira Service Management Ticket

Hi there

We have a Jira Service Management and Jira Software instance.

We have created a rule that when tickets are assigned to a certain status on Service Management it is now logged on the backlog of the Jira Software instance for a developer to pick up. The status assigned on the Jira Software instance is New.

What is the best way to keep the Jira Service Management team updated when the developer assigns the ticket to an in progress status. (So they can inform the client it is being worked on) .  They are not really keen on receiving notifications. Is there another way you can update the ticket on the Service Desk component maybe in the comments section to show the ticket has been moved into In progress)?

1 answer

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Brant Schroeder Community Leader May 26, 2021

@Vanessa Becker If you are linking the issues you can use an automation to update the service desk issues with a comment when the status is changed to in progress.  This way the automation would take care of the communication to the customer and anything else you need to be done on the tranistion.  

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