JIRA Service Desk automatic move issues

We want to use Jira Service Desk (SD) on the same Server like JIRA Core/Sotfware.

The Worklfow should be this:

Customer creates request for Project XY via Service Desk
Ticket will be automatically moved in JIRA Project XY (without any Agent activity)
They worked on Ticket in Project XY and after all it will closed.
The Customer gets an email with the final solution (text and perhaps Excel-Sheet)


I try to solve this via Script Runner but i have now Ideas how can i solve this ?


Many thanks in advance.



1 answer

0 vote

Yes, you could do this, but it is a very bad design because moving the issue from a Service Desk project to a development project destroys the customer's interface.

Imagine you raised an issue, went to chase it up and found it had been deleted.  That looks ignorant and means you've got no way to apparently raise issues.

OK, you can make the development project public, but then you either need anonymous access to the project or the customer needs a JIRA account, and you lose all the Service Desk functions.  Or, if you keep it in a Service Desk project, there's no point in moving it at all (and your developers need to be Agents)

A far better approach would be to use the "create linked issue" the Agents have when it's appropriate, and look into automating that.

Suggest an answer

Log in or Join to answer
Community showcase
Maarten Cautreels
Posted Thursday in Off-topic

Friday Fun: What's your favourite beer/drink

As a Belgian, beer-lover and home brewer, beer is one of my great passions. I love the fact that with just a few ingredients (usually just water, hop and malt) you can create so many different tastes...

288 views 38 9
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot