Get Jira service desk tickets on teams kanban board

[Dietrich Lehr]

Our team has a project and kanban board in Jira cloud, and we have a team in Jira service desk where users can submit request. 

is there a way to have the user’s service desk request automatically populate our backlog in Jira cloud? All of our work is prioritize and viewed in the kanban board so getting these request in our backlog would help. 

[Petter Gonçalves · Accepted solution]

Hello @Dietrich Lehr

Thank you for reaching out.

Per your description, I understand you need all the newly created tickets in your Jira Service Desk project to get automatically displayed in the board backlog of another Software project as soon as they get created. Is that correct?

If you are using a Classic software project (Not Next-gen), you can edit the board filter to return the Service desk tickets as you need in the backlog. These would be the steps:

1. Navigate to your Kanban board > Click in the three dots icon (...) > Board settings
2. You might land in the General tab, where you can click to Edit Filter Query
3. Edit the board filter to return the issues from your Service Desk project, like the query below, defining the project names/keys between brackets and save the filter:

   project in ("software project", "SD project")

4. Back in the board settings, navigate to the columns tab and map the Service desk statuses to the backlog column of your board.

For more information about Kanban projects/boards, please check the documentation below:

Monitor work in a Kanban project 

Let us know if you have any questions.

[Dietrich Lehr]

That is correct