JIRA Service Desk and Agile Projects Question

We have setup a demo of the Service Desk plugin within Jira. We also have the Agile plugin and all of our teams are Agile focused and have been working issues within multiple projects.

One of the requirements that my management team is looking for in Service Desk is to allow the Service Desk agent to quickly create a linked ticket from the Service Desk ticket into another Jira Agile Project. These other Projects are driven by our delivery teams and will not be using Service Desk, they are using the Agile plugin and creating sprints and working the tickets in their projects.

Example-

ServiceDesk-1 ticket is created by End User via the Portal. (This End User has no Jira related license and does not login to Jira)
• Bob the Service Desk Agent clicks 1 button and creates a new Linked ticket into Agile Delivery Team project CLAIMS-TEAM.
• Both tickets are linked and both teams work each ticket through a different life-cycle.

Is there a quick and easy way to generate a linked ticket other than CLONE and MOVE the ticket?

Has anyone done something similar to this setup? If so, what have you used and how is it implemented?

Our management team wants the easiest way for the Service Desk Agent to Generate a ticket in an Agile focused Project, after a ticket is created in the Service Desk.

1 answer

Hi Dianne,

I think you need some 3th party plugins to achieve this. We have the same requirements at our company.

We are currently looking at the following plugins to achieve this

https://marketplace.atlassian.com/plugins/net.customware.jira.plugins.createandlink

http://issuehub.info/

Cheers,

 

Bart

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