What is the case for linking Jira issues to Jira Service management?

[佐藤友基_受付担当_]

I believe we can use Jira's task management capabilities by creating subtasks without having to link Jira issues to Jira Service Management.

When should I link assignments?

[Barnali Putatunda]

There could be various reason due to which  you would like to link JSM tickets to other Jira projects (like: Jira software). Few possible scenarios would be like:

• Cross-Team Collaboration
• Customer-Facing and Internal Projects
• Dependency Management
• Escalation 

If you create subtasks within the JSM tickets, only JSM agents with permission to that project can work on them, so creating a linked ticket to respective team's project will reduce the need for allowing excessive users in JSM project & also reduce JSM license cost.

[佐藤友基_受付担当_]

@Barnali Putatunda 

Thanks for the prompt response.

I understand each case, but can you give me a specific scenario?

I would like to clarify at what scenario flow the issues will be linked.

• Cross-Team Collaboration
• Customer-Facing and Internal Projects
• Dependency Management
• Escalation 

[Barnali Putatunda]

Lets take an example like you have a JSM portal for end users of an e-commerce site.
Now, user is facing some issue with payment & so raised a ticket via the portal.
The agents of the JSM project checks the ticket & found some technical glitch with that specific payment mode which needs a technical fix. So, they report the problem to the technical team who supports the payment module & create a ticket for them & also link it to the JSM ticket.
The development team begins working on the bug. They use the linked issue in Jira Software to track their progress, add comments, and attach code commits or pull requests.
Regular updates on the bug's status are provided in the Jira Software issue, which can be automatically synchronized with the linked JSM ticket to keep the support team and the customer informed whenever necessary.
It also ensures each team is accountable & responsible for their own part to fix a problem.

Benefits:
Visibility
Easier tracking / co-ordination
Effective communication