We are looking at integrating Servicedesk and Software as two products. Is it possible to have the issues interlink, see each other be aware of each other so the Developer can read all information in the support ticket.
The support Agent can read everything in the Software issue.
But customers who make use of the selfservice access to the servicedesk can't see anything besides his/her own tickets?
Hi Armin, the answer is yes but you have to manually link each issue create in your service desk to a issue in your software project. You can also convert your JIRA software projects to JIRA Help desk project and make all your developer Service desk Agent.
I ask the same question and here's the evolution.
On my side, I chose to use the add on JIRA Helpdesk in JIRA Software, it cost way less, the issue will be create directly in the associate project, It's easy to configure but the customer portal is a little bit less esthetic. Your agents are your developers so you don't have to pay for more user. The customer will not be count as JIRA user either.
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