What is the ideal workflow for support ticket which needs development work?

[Amruta Pelapkar]

I have two projects.
One is development and another is support.
For development, we have a separate workflow and for support we have separate workflow.

Now we are thinking of using Jira Service desk for support project. I wish to come with an ideal workflow for support tickets so that it can serve both kinds of tickets. That is tickets which need development and tickets which don't.

Currently I am creating new jira tickets for the support ticket which needs development work. This ticket goes through development workflow till "Done".

So my question is what would be the best practice to handle support ticket with development work?

Option 1:  Two separate workflows. One in service desk till "In Development" stage and then create that ticket again in development project and follow development workflow.

Or Option 2: Only one workflow in Service desk. So that I don't need to create clone of a ticket and I should be able to handle everything in Service Desk workflow?

Any thoughts and suggestions welcome please.

[Julie d_Antin _Elements_ · Accepted solution]

Hi @Amruta Pelapkar 

Many companies will choose to go with what you describe in option 1 since it allows different teams to work on different projects and makes it easier to manage changes, since a workflow or screen change for one project won't accidentally impact the work of a different team.

To make this process easy, you might want to check out our app Elements Copy & Sync. It allows you to configure recipes so with one click you can copy everything you need from the service desk project and create a new issue in your development project. And you can even synchronize changes so the development team automatically has the latest information from the service desk ticket.

The Cloud version is not yet available on the Marketplace, but you can sign up to be notified when it's released: https://copy-sync-cloud.elements-apps.com/

[Amruta Pelapkar]

Thanks a lot @Julie d_Antin _Elements_ for this clarification. let me know if there are any other best practices or options are available.