Service Desk Sync with Software

I am creating a service desk to replace curent ticket system.

We would like to synchronize the service desk tickets into the Jira Software to manage the tickets as backlog so we can manage from a PM perspective e.g,. maeasure burn-down etc...

Is anyone doing the same?

1 answer

1 votes
Steven Behnke Community Champion Jul 17, 2017

It's not ideal to sync two project's of issues.

The usual format followed is to create valid issues into the Backlog using the Create Linked Issue operation: https://confluence.atlassian.com/servicedeskcloud/blog/2016/02/create-linked-issue

This allows you to maintain a single "Bug" or "Feature" in the backlog. This may be linked to multiple "Requests" or "Reports" from the Service Desk. Finally, an Automation rule can be setup to auto close or auto notify the Requests or Reports of changes in the backlog.

Thanks Steven, does this imply I have to link every issue that comes into the service desk daily?

Steven Behnke Community Champion Jul 19, 2017

Quite, this would imply that the agents are seeking existing bugs/feature requests and go through the action of linking them to their Service Requests. If they don't find an existing item, they can use the Create Linked Issue operation to create the apprioriate issue into the Software Backlog and link the issues in a single swoop.

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