Multilevel Support in different Jira Applications

[Nik Weber]

Hi guys

We already use Jira Software for our Development management. For Service Desk we use another ticketing tool.

Now we would like to merge the ticket tools. The service desk should work with Jira Service Desk and we want to use the customer portal. Each request should be received in the service desk project and only the help desk can communicate with the customer. If the help desk can not solve a problem, he should be able to move the ticket to the development.
We have considered a variety of solutions for how we can map these requirements and still have the development work with Jira Software and the help desk with Jira Service Desk.

Our current solution creates a linked issue in the development project via a transition and synchronises several fields. Thus, the original ticket is autonomous in the service desk and the customer does not see all the information and the development can edit their own ticket as they prefer. The problem is, that the different functions of jira Software and jira service desk do not allow a complete synchronization. For example, the attachment can not be supplemented, but only extended. In the development tickets we have all attachments twice or more. Also the organization can not be transferred because the field exists only in Jira Service Desk.
we have tested several add-ons like eg. Backbone Sync or Deviniti Issue Sync. However, they can not solve the problems.

Does anyone have a similar infrastructure or situation and a better solution or other information that could help us? We have opened several tickets at Atlassian, whether there are best practice configurations for a multi application Jira; Unfortunately without success.

Best Regards
Nik

[Jack Brickey · Accepted solution]

My team lives comfortably with the solution you convey here. The JSW users are collaborators and can access on all comments and attachments in the JSD issue. They can place comments there or you can use an automation addon to add comments and transition issues based upon the JSW transitions. 

[Nik Weber]

Hi Jack
Thank you for the feedback. It just helps me a lot to know, that we are not on the completely wrong way. 

So when I understand right, you don't sync all informations form JSD to JSW tickets but let the developers look up the necessary information in the JSD ticket?

Do you know a solution how we can sync the Organization field to a custom field? It's important so the Developer knows for which mandant they work without looking in JSD ticket.

[Jack Brickey]

There are times that the agent creating the linked issue will copy the attachment over if they feel it is critical info but not required.

certainly the agent could enter the organization into a text based or select custom field when creating the linked issue. if you want to automate this then consider an automation addon like Automation for Jira, Scriptrunner, etc.