Service desk: 3.1.10
I am evaluating Service desk and I am using some of the workflow functionality of Scriptrunner to do some automation. The goal on this is to have a minimal effort in maintaining service desk issues and be able to communicate directly to the software/developer group and the user will stay in the service desk portal.
Yes. This is possible. But, nontrivial.
There is an issueCommented event that can invoke a script listener. Since the script has full access to the JIRA API, you can navigate to the issue the comment is attached to, from there to the links and to the service desk issue where you want to replicate the comment.
Alternatively, you could give your non-agents the Service Desk collaborator role which only allows them to view service desk issues, and add comments and attachments.
The non-agents as a Service Desk collaborator can only comment internally not directly to the Service desk customer.
I tried these ones and its not exactly what I was looking for:
Given that you've tried some code, but it's not working, what is the behavior that's not working for you?
To answer your question Doug:
Thanks for the time Doug
To Jamie's comment:
Thanks for the time Jamie
You can have an event listener on "issue commented" in the software project, then use com.atlassian.jira.issue.comments.CommentManager#create to create the same comment on the software project.
You would have to create it as a service desk agent that has permissions on that project.
I would say this is not hard, but to me this sounds like a bad workflow. Let the agents speak to the users, and the developers speak to the agents, or get all the info they need from their dev ticket...?
It turns out that developers don't often use the correct language when speaking to end users, particularly if it's not even clear that their comment will be seen by the end user.
Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...
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