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Connecting a Service Desk to a Classic Software JIRA project?


My team works with a Classic Software JIRA project. 

We'd like to have an online portal with a form that stakeholders can fill out to create requests for our project. The portal would automatically show the required template and automatically assign the right component, based on the selection.

It sounds like what a Service desk would do, but so far, we've only been able to:

1- create a *separate* "Classic Service Project" (like a Helpdesk)

2- enable an automation rule that closes the ticket created through the Helpdesk and clones it on our Classic Software JIRA project.

By doing so, some of the information is lost though. Ideally, the form should be linked to our main JIRA project without the need for a separate project. I recall this used to be possible in my previous company.

Could anyone point me in the right direction?







1 answer

1 accepted

2 votes
Answer accepted
John Funk Community Leader Mar 16, 2021

Hi Laura - Welcome to the Atlassian Community!

The only way we have seen to get a form copied from a JSD/JSM project issue to a Classic Software project issue is to use the add-on Deep Clone. It's the only thing I have seen that will copy over the form. 

Welcome to the community, @laura.p.

Hello @John Funk

I am the product manager of Deep Clone for Jira.

It's indeed possible to clone advanced issue content with our Jira cloud app. You can also create a clone automatically on a workflow transition by creating a Deep Clone post-function.

If you have questions or feedback about our app, don't hesitate to contact our support.   

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John Funk Community Leader Mar 17, 2021

Hoping y'all can get it connect to Automation for Jira at some point.  ;-)

Me too, @John Funk

If you know people who need this, let them know that they should get in touch with us. Unfortunately we cannot enable it on our side, but this feedback would help to point out the priority of that feature.

Currently there's a workaround with looping transitions, but I agree that it would be better to have it within Automation. 

John Funk Community Leader Mar 17, 2021

Thanks @Marlene Kegel - codefortynine  - Just added a note in the support link for my vote. 

Ok thank you both. It sounds like it's currently not possible to have the ticket created from Service desk directly go into my project, without having to create two different projects. I'll check out Deep Clone, although I was hoping there wouldn't be a need to clone tickets. Thanks!

Hey Laura,

Maybe I got your question wrong. There are many ways to display issues in projects.

For example, you could adapt the filter on the board of your main JIRA project.

To change the board filter you should go to main project -> click on the three-dot menu on the top right -> board settings -> general -> edit filter query.

John Funk Community Leader Mar 18, 2021

Hi Laura,

When you say "the ticket created from Service desk directly go into my project" are you saying they are the same project? And not two different projects? Do you just mean to your board as Marlene is suggesting? 

Dirk Ronsmans Community Leader Mar 18, 2021

@John Funk ,

I think @laura.p  is/was hoping there was a portal that sits on top of a Jira Software project :)

Hence she will now have 2 projects a JSM one and a JSW one which work with Linked tickets (and lose some information as not all the features/fields are available on a JSW project).

So sadly no, there is no way to have a JSD/JSM ticket create from the portal directly to go to a JSW project as a JSW one does not have a portal..


Perhaps you could look in to building your own portal and using the REST API's to inject the ticket? (completely out of the box thinking here)

Yes, @Dirk Ronsmansthat was exactly my use case.

Sad to hear that it's not possible to created a service desk directly linked to JSW. 

At this point, it's likely that we'll work on automation rules to copy everything over. Thanks for the idea and chiming in though!

John Funk Community Leader Mar 19, 2021

Sorry for the misunderstanding. Yes, that is what we do - we have two projects and clone the JSM project issue to a JSW project issue and link them. We do all of that using Automation for Jira. 

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No need to apologize :) thanks for confirming!

@John Funk it's been 16 months has anything changed regarding this?

+1 I have a service project and would like to be able to have those same tickets drop into a software project so our team can work them there and have the updates flow through to the service project.

John Funk Community Leader Jul 18, 2022

Not that I am aware of.

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