Comments from Jira tickets to populate on Service Desk tickets

[James Robey]

Is there a way to link comments from Jira tickets to Service Desk tickets.  My current issue is that some of the users have SD access but do not necessarily have access to certain boards.  This means that when a ticket is updated in Jira with comments, users on the other end do not see them.  I hope this makes sense.  Any solutions out there? Thanks! 

[Leslie Gilbert]

Not sure if your users are internal or external. for our JSD(external users) we have an automation notification set up. We escalate the JSD ticket to the Jira issue and the when a status is updated (we picked a specific one, resolved) It makes a comment on the JSD ticket & sends a notification to the people on the ticket. I can share more details if this is something that would help you. 

[Leslie Gilbert]

Also, are you using Classic or next-gen Jira? We use classic. 

[James Robey]

Thank you for the reply here. 

So the "customer" for us in this scenario is the business side (sales or customer service reps) which are internal users.  There will be a ticket that is submitted through SD by them and this is routed to a board within Jira.  The Jira ticket will then be worked on, closed, and the dev will add comments to that ticket.  The issue is that the business side will never see the comments unless I manually go in and copy from Jira and paste the comments into the SD ticket. 

Oh, and we are using Classic.   

[Leslie Gilbert]

Our automation isn't quite what you need, however, there is one in the Rule playground (sandbox) that may get you there. It looks pretty close. The playground has really helped me figure out and test some automation. 

https://docs.automationforjira.com/rule-playground/index.html#/rule/112176

Here is some Doc's from Atlassian on Automations

https://www.atlassian.com/software/jira/guides/expand-jira/automation