Can you automate a transition across projects?

[Melody Baughman]

In our environment, we out source certain Service Desk tickets to 3rd party vendors. We've decided to create a Jira Core project to track these vendor tickets so our SLA's are not impacted. Is there a way to use the Service Desk automation to move tickets marked as vendor from Service Desk to the project?

[Jack Brickey]

Might I offer an alternate solution?

How about creating a status for the JSD workflow ("outsource", "hold", etc) and have the SLA pause on that status? I use this all day where development activities are concerned. If the customer request requires development I move to "Development" and pause the SLA. This keep the responsibility w/ the agent to keep in contact w/ the developer to get status. Now, if the vendor has access to your Jira instance then you could create an issue for them an link the two. You can use automation to have the JSD issue be updated based upon the status of the Jira Core issue. There are limitations w/ the built in automation and I'm not familar w/ the server capabilities but ultimately I found that I needed a more powerful solution and for that I leverage Automation for Jira. There are, of course, other very good solutions and you may already have one (scriptrunner, power scripts, etc....)

In short, moving a JSD issue to another project is not a good idea as it suddenly vanishes from the customer's purview.

[Melody Baughman]

@Jack Brickey  

Thanks for the quick response. We had discussed this and weren't sure about how it would work in our environment. The concern would be how it impacted our metrics, but it sounds like pausing the SLA solves that problem. Is it easy for your team to see how many open vendor tickets there are? Our concern is that a vendor ticket could get buried.

[Jack Brickey]

Absolutely! Here are some of the things I have done/do:

• dedicate a Queue to display all issues in this uniques status
• setup a separate SLA (longer) for the development tasks
• setup a gadget on a dashboard to display these issues
• map the Development status to an independent column on a Kanban board to make more visible
• setup filters and subscriptions to be sent out every 1-2wks

remember it is up to the JSD issue owner to continue to stay on top of the issue and be the go-between between the customer and developer so make sure they know that and setup the project to not loose sight of hot issues.