JSM to Jira Software integration

[John Williams]

We have been running JSD/JSM for about 3 years now, and have minimally integrated JSD to Jira software.  We are in the process of migrating from JSD (Server) to JSM /Jira software cloud.

I am curious if anyone is at a similar stage of JSM usage, and has some tips to share about recommended ways to create a beginner level best practice process for taking a support ticket through the process of escalating it to a change request for the relevant system?   

[Johnny FromCanada]

IMO, keep JSM external customer-facing “tickets” separate from Jira internal “issues”.  They can point to each other (say via a directional Link).

Lock down the Jira side to internal folks only, unless your org truly wants to become very transparent to the market (like Atlassian itself).

You can manage the lifecycles of external tickets and internal issues separately, but also keep internal and external communications explicitly separate.