I am in the process of implementing JIRA Service Desk and would appreciate some insight from those using JIRA Service Desk for external facing software support and JIRA for software development.
I am trying to determine if a client opens a Service Desk request and we determine that the request is a defect in the software, can we flow that same request (and subsequent number) through to the JIRA side for development to correct while using the same tracking number? This way the client has a seamless interaction with us and is not being given multiple ticket IDs to track. Thoughts?
I have a similar question and it appears that this is not possible as no one, other than an Agent can: - be assigned the issue - modify the summary or description - log work - promote the issue through workflow See https://answers.atlassian.com/questions/9372106/answers/10395055
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