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Jira Service Desk ticket to Jira Software issue

I have just started using JIRA Service Desk and Jira Software. I tried to search all known fora (to me), but couldn't find the correct solution. Maybe this is an easy one, but I couldn't figure it out.

When a ticket is logged into the Jira SD (by a customer, user, agent,...), and the agent decides this needs to be a Software adjustment, how can the agent in SD create the Jira Software issue automatically, and have them linked. Linked meaning when status changes the SD gets updated from the Jira Software platform. A trace/'updation' from ticket to development and back.

In my Jira cloud based SD, I am not able to find anything that gives the agent the possibility to create a Software issue automatically. I can only link them, if I create a seperate issue in Software manually. Surely there must be some automated process for this?

Thanks!

3 answers

2 accepted

1 vote
Answer accepted
Jack Community Leader Sep 19, 2019 • edited

Hi Michel, and welcome to the Community. This is in fact an oft discussed task. If you look to the right under Recommendations you will find some potential posts that can detail. You can also perform a search on "linking JSD and JSW".

Here is one I answered before - JIra-service-desk-and-Jira-Software

here is some documentation that you may find useful - create-a-linked-issue-to-collaborate-with-other-jira-products

Basically, you do the following:

  1. create a workflow that has a "Development" status
  2. use Create Linked Issue (sadly this is not available in the new issue view, but there is an issue open to add it)
  3. use automation (built in) to have the JSD issue transitioned to done once the dev issue is done.

Regarding #2 - I actually have progressed to using an addon (Automation for Jira) to automatically create the linked issue when the agent moves the JSD issue into Development status.

there is certainly more details to getting this all set up but this should get you started.

Hi Jack, as I can interpret from your answer, there is currently nothing available to do this automatically on the Jira platform (cloud)? Because it is actually point 2 that I was searching for!

I read the links you provided, but these are manual interventions.

Is there any time span defined (from Atlassian) on the issue to add this functionality to the new issue view. (Am I using the new issue view? Probably yes, as I am using the cloud version?)

I will have a look to the 'Automation for Jira' option. *google time* :(

Thanks for your feedback.

Jack Community Leader Sep 19, 2019

If you switch to the old view (disable Jira labs) you will have access to Create linked issue. Alternatively you can use clone, move and link but that is messy.

Like Brice Lamarque likes this
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Answer accepted

hello @Michel Borrezee .
You can try using Automation rules of JSD to create a linked issue in software project.

Not how cloud handles the automation but you can take a look.

https://confluence.atlassian.com/servicedeskcloud/blog/2017/12/automatically-create-linked-issues-from-new-requests

Hi Robert,

Thanks, this looks promising. I will have a try, and see how it goes!

Please help asking Atlassian to further integrate Jira Service Desk and Jira by voting on this issue: https://jira.atlassian.com/browse/JSDSERVER-6140.

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