How to turn JIRA Service Desk Ticket into JIRA Software.

[Michael Woong]

How to turn JIRA Service Desk Ticket into JIRA Software.

I have both installed.

[Jack Brickey · Accepted solution]

Hi @Michael Woong , welcome to the Community.

let me first ask why you wish to do so? Generally if you have a JSM issue you don’t want to move it to a JSW project. The reason for this is that it will break the connection with the customer. Rather the right approach is to create a linked issue in the JSW project and then potentially using automation to keep them synchronized. In this way the developer can work the JSW issue and the customer will be updated as necessary via the JSM issue.

with that said if you do want to move the issue to the JSW project you can use the move command which is found under the… when viewing the issue in detail issue view.

[Michael Woong]

Thanks.

[Michael Woong]

Another question. So when customer raised a bug ticket. Should I assign the programmer JIRA Service Desk ticket or create a new ticket in JIRA software?

Sorry, just confuse how to link between the Service Desk and JIRA Software. Partly because we are using the JIRA Software first and Zendesk and now want to use JIRA Service Desk.

[Jack Brickey]

I would create a new issue in the SW project. Use the “create linked issue” feature in JSM. 

[Blake]

@Jack Brickey 
So correct me if I am wrong, but it looks like when theres a bug submitted in JSM via client that deserves dev attention, we need to go into JSW project and create an issue, link this ticket, copy + paste user input & other details? This seems quite repetitive and too much room for error; and like you said breaks the client communication connection. 

It would be nice if there was a button we can click in the service ticket to "convert to JSW bug" or a "build issue from this ticket" and auto links & auto populates details,  and we can assign to dev just like we usually do internally..

[Jack Brickey]

Hi @Blake ,

no you don't need to do all those steps manually. The "create linked issue" is a 'button' in JSM that does this for you. Moreover, with automation, you can simplify this even further, and if desired copy comments from the JSW issue to the JSM issue. There are quite a number of posts in the community that discuss this topic in more detail. If desired/needed, you might want to search for these. I hope that helps clarify things a bit.

[Blake]

it does help, thank you!

[Tosha Liveoak]

@Blake @Michael Woong @Jack Brickey , This is the closest article I can find and hopefully one of you can help! Here's my scenario: when we have a service ticket that comes in, we triage, then at some point we may have a ticket that would be a full-blown project. We don't want these requests that come in that is actually a project, to impact our SLA. What is the best approach to keep the SLA from being impacted by a request that comes in that is actually a project? Is there a particular service request type we should be using? Thank you!

[Jack Brickey]

You could define your SLA for such issues such that there is no SLA. For example you could create a label "feature-request" that could be added to the issue. The SLA goal could then be defined to only include issues that did not have the label.