Looking at using the feature here: https://confluence.atlassian.com/servicedeskcloud/blog/2016/02/create-linked-issue#
I want to confirm that if I have a Service Desk ticket that I will be able to link it to more than one JIRA Software ticket. In this use case, JIRA Software tickets will come from more than one JIRA project when more than one team of developers has a story related to the service desk ticket.
This can be a Many-To-Many relationship. The trigger is the Transitioning of Issues outside of JIRA Service Desk, affecting the Requests by Commenting, Updating, or Transitioning the Requests.
Let me phrase this with the use-case –
I can see how that works for software tickets created by the agent (Create and Link feature). But how that works in the following several scenarios:
- agent selects the existing software ticket as related (either connected by another support ticket or created through the software requests in-take outside of support)
- development manager recognizes the software issue (defect or improvement) addresses one or many support tickets - in which case the linking occurs from software ticket direction to the service desk direction
In essence, and I probably know the answer, how to implement (procedurally) a link to a support ticket initiated from the development team?
Fundamentally, regardless where the link has originated - by agent who created a software ticket or by dev manager who linked the service ticket - if development is concluded, the service ticket's owner has to be notified.
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 ...
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