How can I retain a ticket in Service Desk and open a corresponding ticket in Software Project?

[alex.hutton]

Currently we are moving trouble tickets from service desk to software project.  In software project the ticket is renumbered to track as development issue.  The service desk issue is gone and I cannot track what is happening.  I need a way to keep the service desk ticket and "create" the issue in software project

[Michael Kuhl {Appfire} · Accepted solution]

Hi Alex - The recommended way to do this is to create a linked issue for the dev team.  That way there is a relationship between the Service Desk issue and the development issue.  Then you can use one of the built-in Service Desk automations to notify you via a comment on the Service Desk issue whenever the development issue is updated.  That one is named "Update when a linked issue changes".

[carlos_marin]

Hi, you can link the issues, but then that means that developers that are working in Jira software, they need license in Jira software and also license as agents in Jira service management (JSM) to be able to access the linked issue in JSM

from the licenses optimization point of view, it's not a good solution.

is there any alternative?

[robert Mugabuhamye]

Hello @carlos_marin

Developer do not need to be agents to see/comment on the ticket.

Check the collaborator role in this doc 

https://support.atlassian.com/jira-service-management-cloud/docs/what-are-user-types-and-roles/

Have a nice day 

[robert Mugabuhamye · Accepted solution]

hello @alex.hutton 
someone asked the same almost the same question here and "francis" answer gives you an explanation on your use case.

hope it helps.