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

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.

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