escalate Service Desk tickets to main database

[Sabine Van Regenmortel]

Hi,

What is the best practice to escalate Service Desk tickets to the main bug database project of a product?
Duplicate and move to this project?

Thank you in advance,

Sabine Van Regenmortel

[Gaston Valente]

Sabine, in general we create a linked issue on an internal software project using the standard jira option.

this creates a new ticket, fill all the common fields between your sd ticket and the internal ticket ones and links the two.

i think it is the best option

using automations the agent can receive notifications when the internal issue gets updated.

[Sabine Van Regenmortel]

Hi Gaston,

Thank you! I did not notice the availability of this command yet.

Too bad it cannot be included in a post function or screen of a transition.

Thanks again!

Sabine

[Gaston Valente]

great!