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Hello, i'm a bit confused how correctly (by design) escalate issues collected by customer support in JSD to internal development team which works in Jira software.
Move? Clone? Automate? Link? Something else?
I have a few JSD projects, each for a single customer organization and 2 projects in Jira software (same product but we decided to separate development process from Estimation&Planning to reduce columns count).
Generally Flow is:
I. From client's perspective statuses are:
II. From manager's perspective statuses are:
III. For developer:
In other words, issue card from I. should mirror the statuses from II. and III. Ideally to mirror client's comments to internal task too.
Is it 1 issue, 2 or even 3 and how to do manage them correctly?
Thanks for the reply. I thought its possible to accomplish with JIRA build-in features. Its ok to escalate manually, agent need to read and make decision anyways.
As for cloning/mirror statuses, i dont need it, each project got own flow.
I'm interested in two things:
1. Add additional clients' comments to all 2/3 cards. So the agent do not need to copy-paste that info to developers team. (your app can do that)
2. Link statuses (call it a triggers), something like:
If an issue in developer's Jira board changed to status "deploy", change status to parent/original Service desk card to 'released' and ask client to check if everything is ok.
In regards your product pricing. I have 8 people in Jira service desk and 30 in Jira Software (Those 8 are here too). Do i need 8, 30 or 38 user licenses?
Part of your use case could be accomplished with Automation for Jira which is built-in for Cloud, and indeed you could probably update the status of the original JSD issue using automation (not an expert in Automation, sorry!). But cloning with Automation won't include comments and attachments.
Check out the Automation library to see how you could use it for part of your use case: https://www.atlassian.com/software/jira/automation-template-library
For pricing, you would need a license for 30 users. This is how it's explained on the Marketplace:
"Apps are billed based on the number of users in your Atlassian product. Jira Cloud apps are priced based on the maximum users of the Jira products on your instance. For example, if you have Jira Software (50 users) and Jira Service Management (10 agents) on the same instance, you pay the 50-user price for apps."
You might be interested in an article I published about that topic. It describes how one of our customers escalates tickets in JSD with our Jira cloud app Deep Clone for Jira.
Thank you for your inquiry,
I'm Jose, from the Exalate team.
Your use case looks like a good case to use Exalate to mirror tickets between multiple Jira Projects in different products (SD, Software). Your case is what we call a "Local Synchronization".
Tickets in sync will update bi-directionally as you mentioned while keeping the status values from the project they are at.
If your Jira SD and Software are in separate instances (different Jira URLs). You can also escalate the issues through Exalate
Let me know if this answers your question,
TL;DR: Exalate can help you accomplish this in a smooth way 🙂