Most of the technical team work in Jira Software whether Kanban/Scrum. We want the Requests and Incidents to come in from Jira Service Desk as it is more customer friendly.
Question is, what is the best way/practice to connect the two, so that the person working in Jira Software can complete the Jira SD request?
Has anyone else tried doing this?
Hi @Meytal BM ,
Well you have a couple of ways you can approach this.
For me often the 2nd method is the most user friendly (if your roles are split between a support team and a development team). When something is required from a developer you can mention them, they can chime in and if needed a bug/defect/story/... can be linked to the incident/request in the proper project.
Then the developer can work on those within their own methodology and when completed the incident/request can also be closed.
So linked issues is my preference but it depends on how your teams work to be honest.
You can also do the following:
@Dirk Ronsmans thanks for the appoaches. I am trying to refrain from purchasing additional licenses, as the developers are doing both project development and adhoc ongoing items, therefore giving licenses to a large amount of developers is not the direction. I would need these developers to also update back the SD, transition it to Done eventually... So i guess these two options are great, but would require additional 1xx licenses.
@Will Le Yes, i thought about these two options as well, but wasnt sure how to do these.
In regards to the first option, the automation is done by the system, so i guess we dont need any specific user permission, right? But what happens when the Jira Software item that we duplicated is moved in the workflow? Do I need a specific user permission to update the JSM ticket?
Can u send me more detailed step-by-step how to do the first option?
Much appreciated both!
Well @Meytal BM with my 2nd option they dont require a license for JSM but because of that they are limited in what they can do (manually).
You could look in to using the automation rules tho. When they transition their software issue to Done you could have an automation rule also move the incident to Completed.
Automation normally runs under a specific internal usre "Automation for Jira" so that helps in limiting your licenses too.
For automation rules you can take a look at the playground for inspiration
@Dirk Ronsmans Let's say i go about doing this:
When an issue is created in SD, I use Automation to create a Software issue with the same content and Link the issues together.
1. Do I need the same exact workflow statuses between these two SD & Software projects? Or can i do a condition if "In Progress" in Software then update "Work in Progress" in SD?
2. For updating status/comments from Software to SD project, I will need to use the Linked issue as my condition, correct? If that is the case, doesn't that bound me to use Linked Issues only for these cases? Is there any other reference I can use?
Hey @Meytal BM ,
1. No you don't, they can have very different workflows. You just need to define the rule that when status = x then set status to y in the other issue
2. Well you can make the rule more complex. The link type can be one of them and also add in an IF clause to only add the comment when you want to. Could depend on the issue you are updating or the one you are triggering from.
So it won't limit you but you have to create a nice business rule to make sure it runs only when you want to.
For JSM June Challenge #2, share how your non-technical teams like HR, legal, marketing, finance, and beyond started using Jira Service Management! Tell us: Did they ask to start using it or...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events