Using Jira & Jira Service Management

[Keith Jones]

We are evaluating a move to Jira & Jira Service Management, to replace a current Agile toolset and our Service Desk. The service desk feeds multiple teams (infrastructure, product support, development, etc. Everyone except for development will probably work in the JSM project. However, development work will be broken into projects and worked in Jira. A couple of early questions that have come up based on my complete lack of Jira knowledge...

1. If all issues come in through the JSM portal, how do you get the information into individual Jira development projects? Do you have to clone and link issues between projects?
2. If that's the case, do you use automation to keep the information synchronized between projects? 

And if anyone knows a decent resource (other than the FAQs) for working within these 2 products, I'd love to see some links. Thanks!

[Brant Schroeder · Accepted solution]

@Keith Jones 

Welcome to the community.  

Like with any application the key is having sound process.  Cloning and linking is a very easy way to keep service management issues and development work in sync.  We have done this with some of out teams.  Yes automations can be used to keep the two issues in sync with information.  It all comes down to what you would like your process to look like.  I would suggest building it out and testing your solution in the free version.

As for resources Atlassian offers some free training here: https://training.atlassian.com/free-training-catalog 

I would also recommend checking out there youtube channel https://www.youtube.com/c/Atlassian

[Keith Jones]

Fantastic - thank you for the advice