I'd like to send an issue from Jira Service Desk to a KanBan Board on Jira Software (SD Project)

Question

Hi There!
On my new job, we will leave to use the Zendesk and beginning to use the Jira Service Desk soon.

We would like to configure a feature where it is possible to send an issue/ticket from Jira Service Desk (Queue) to a KanBan Board on our Service Desk Project (Jira Software). Is it possible?

I believe that it is possible to create a task on the KanBan board and after to link it by Jira Service Desk. However, we need to optimize this process, make it an agile procedure because we will work with two teams, like Support L1(Jira Service Desk) and L2 (only Kanban Board on Jira SW).

Help me please! I wish the best for all. See you.

Petter Gonçalves · Answer

Hello Thiago,

Thank for your detailed answer.

This is the expected behavior for both kind of boards:

- Boards created from an existing saved filter will provide statuses of ALL the projects added in the board filter

- While the boards created from an existing project will provide all the status of the existing project + ALL the projects added in the board filter.

In fact, this is not a big deal and will not cause any problems to achieve your goal to use two Kanban boards to progress your issues, you will just need to specify which statuses you want to display on each board filters. Here are the steps:

- Perform the steps provided before to create the filter and the Support L1 board

- Specify in the board filters all the status you want it to display ("TO DO", "DOING", Etc)

- Navigate to the Board > Board settings > Columns and configure how you want to display each status on each column of the board.

- Perform the same steps to create a new filter and the Support L2 board, however, configuring the filter with the other statuses which the issue will be transitioned to, also mapping them as you need in the columns

Let me know if it makes sense or if you need any further help to perform any steps.

thiago.suisso · Answer

Hi @Petter Gonçalves , I really appreciate your help and answer.

I did some testing and the first option seems very good.  It is possible to receive all tickets on my board "Support L1", in the "TO DO" columm, called "BackLog L1". Also, it is possible to move it to "DOING" or "DONE" columms, that´s fine.

However, I have one more question:

On our workflow, we have a second level, where agents will work on each issues. How can I move from BackLog L1 (TO DO)/or Waiting for Support (DOING) - both in Support L1 Board - to BackLog L2 in another board? Since I am not a Jira/Board Administrator, I believe that it is necessary a correct access to configure this feature.

I noticed that the created columns appear with different statuses if the border is created with the option "Board from an existing project" and "Board from an existing Saved Filter". Is it a problem to move the issues between that two KanBan Boards, as explain above?

Note about Statuses:

Board from an existing project - we can see statuses like "Priorizado", "Aguardando Suporte".

Board from an existing Saved Filter - we can see statuses like "open", "reopened", "waiting for support", "pending", "resolved", "done". They just looks like specific statuses from the Jira Service Desk.

Petter Gonçalves · Answer

Hello Thiago,

Welcome to Atlassian community.

I believe there are two options that you can choose to achieve your target:

1 - You can configure a board to return issues from a Service Desk project

- Navigate to Search > Search all issues

- Configure a filter to return all your Service Desk issues

- Click in the search button > Click on Boards:

- Click to create a Kanban Board > Click to create a board from the existing filter you created

- Select the location where the board will be placed - It can be any software project or your own profile

2 - You can move your issues from the Service Desk project to a software project

- Create a board like above, but creating a software project for it

- Navigate to your Service Desk issues > Click on the three dots > Click to move it to the software project

Let me know if one of the options above helps you.