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ticket management on jira service desk (working with more than one level of support specialist)

Raoul Grasselli
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Apr 23, 2023

Hello, i'm using jira Service Desk and jira software on an environmet set this way:

-A project on jira service desk where agent can directly solve ticket of customer

-A second software Project where the agent can clone the ticket opened on Jira Service Desk in order to forward the ticket to a second level of specialist i they can solve the problem on it's own.


But here i have a big problem, keep ticket synchronized!, because i have to manage two independent tickets... for example, once two ticket were created, if i will and an attachment, i have to add on two project, if i make a comment i have to duplicate in two ticket.

So i can use automatism but i have a lot of corner case.

So my question is how i have to implement on jira my environment,  works also i i have two levels of specialist team and not one as described before? 

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