How do you handle Service Desk Requests & Jira Issues so that you can limit engineer's interaction? Edited

We are setting up Jira Service Desk and Jira software.  We have 3 agents for Service Desk who are tasked with triaging Support Requests as they come in. If work needs to be done by our engineering group, then a related ticket (bug/software) ticket is created. The engineer works that ticket but because the reporter is only kept in the loop on the Service Desk request, as the Jira Software ticket moves through the workflow, the reporter has no idea what is going on.

Has anyone found a way to automate this process, specifically keeping the original reporter in the loop on the SD request while the actual technical work is being done on the Software one?


Thanks in advance.

1 answer

0 vote
Susan Hauth Community Champion Nov 01, 2017

Hi Holly,

There are Automation rules in JSD that will do an action based on the transition of a linked issue.  So if you link your software issues to the service desk issue and then look for specific transitions, you can do a number of updates to the service desk issue. 

If you want to get fancier, and scriptrunner and some other plugins will allow all sorts of actions, comments, updates on linked issues as post-functions,

I hope that helps


Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

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 ...

3,308 views 14 20
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
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot