My requirement is that only service desk be visible to the client where he logs a issue, the support member does a first level analysis and if it is a development bug only then it should be propogated to the development projects, where the development cycle will be followed. This is important as there can be many operational queries which need not be raised in development projects. Also I can see when a issue is raised in service desk project ,it is raised as IT help , I want to change it to operational how do I do it ? Please help.
I don't know if there is an easier way to do it, but I cloned the issue and then moved it to the project. Both issues are linked to each other so from the service desk you can see the progress of the linked item. As soon as it is resolved and (planned for) released you can notify the customer.
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