How do I clone+link servicedesk issues to projects?

We run several products and each have a project defined in Jira.

Our customers e-mail their issues and they are automatically registered in service desk. So our support employees open an issue; and either respond to the question or determine that it is a product bug / feature request.

Right now, they have to manually create an issue in one of the projects, remember the issue number. Return to the servicedesk, find the issue remembered, and create a link from the service desk issue with the project issue. This all is very time consuming.

I expected some sort of better integration between JIRA en Servicedesk; like opening a ticket, and there you have the option to automatically create a linked copy to a project, or directly find an existing issue in one of the projects.

There must be a way to work with this more efficiently and it's not an exotic workflow. Any tips or guidance on how we need to approach this?

1 answer

This widget could not be displayed.

For Server installations, this would be a simple case of a customized clone operation using Clone Plus for JIRA.

Sorry, don't have a solution for Cloud at this point. See JCPP-132.

Suggest an answer

Log in or Sign up to answer
Atlassian Summit 2018

Meet the community IRL

Atlassian Summit is an excellent opportunity for in-person support, training, and networking.

Learn more
Community showcase
Posted Wednesday in New to Jira

Are you planning to trial, or are currently trialling Jira Software? - We want to talk to you!

Hello! I'm Rayen, a product manager at Atlassian. My team and I are working hard to improve the trial experience for Jira Software Cloud. We are interested in   talking to 20 people planning t...

285 views 5 0
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you