Change project ServiceDesk -> Software

[Reine Berg]

I'm collecting ideas in Servicedesk that I want to create in Software in a specific project.

What I can find now is, that you can only link the project, but it still has to be handled in both Servicedesk and in Software.

That is a bit messy, are there no way in closing ticket in Servicedesk and creating this in Software in my specific project?

OR..

Handled in Software so status and so on updates in Servicedesk.

What is you best solution for letting Business send in ideas that handles in JIRA and creating new projects, or adding to existing projects?

[Lisa Grau]

Hi @Reine Berg , welcome to the community!

You can use Jira automation for this use case. Create a rule and set the "copy issue" action and after that the "delete issue" action. If you don't want to delete it completely, you can also use the "transition issue" action to transition the issue in another status and the "add comment" action to leave a comment with a note, that the issue has been copied to the server desk. Additionally, use the "link issue" action to link both issues.

But as @Jack Brickey said, the customer should be notified.

[Reine Berg]

Hi!
I this solution I think could work, with some modifications.

Copying the ticket and linking it, the doing communications in ServiceDesk to customer and handling the project in the project.

A dream solution would of course be to handle everything from inside the software-project.

[Jack Brickey]

Hi @Reine Berg ,

First it strikes me a bit odd that she would use JSM for this activity. Maybe you are using this simply because you want to have the customers opening these issues? In any event if you don’t care to retain connection with the customer on issues then you can simply move the issue from the JSM project to the JSW project. However, in every case that I have used JSM it has been important to ensure the customer who opens the issue is kept up-to-date. If that is the situation in your case then I recommend using the create linked issue feature.

[Reine Berg]

Thank you Jack!

I can do that, but do I have to manage answers to customer from Service, or can it be chosen to answer from the project?

[Jack Brickey]

For a user to have access to a Jira software issue they must be a licensed user which, unlike JSM Customers, is not free. If you could explain your use case scenario in greater detail I might be able to share some additional thoughts. However the underlying approach will stay the same as I have mentioned above.