Assign tickets from JSM to JIRA software

[Dilli Babu]

Currently i've set-up JSM for the customer support.

Once we received ticket from customer, I have to assign the ticket to developers which there are in the JIRA software project.

[Samuel Gatica _ServiceRocket_]

Hi @dilli babu 

There is a new feature available in JSM called Developer escalations

"Developers can be added as collaborators to your project in Jira Service Management. Collaborators are a specific type of licensed users in your Jira site with whom agents in Jira Service Management work. They usually belong to your organization’s internal teams, and occasionally assist agents with customer requests by making internal comments.

Once the developers investigate the underlying reason for the customer issue, they can share their findings by adding internal comments."

Another approach  is to create an integration between your JSM and JSW project, please check 

A helpful guide to automate comment copying across JSM, JSW, and JWM projects

Hope this helps

Best regards

Sam

[Trudy Claspill]

Hello @Dilli Babu 

Welcome to the Atlassian community.

Only users that have been granted the JSM Agent level of Product Access and added to the specific JSM project will be able to change the status of JSM issues. Users that have only a Jira Software license will only be able to add internal comments to the JSM issues.

Can you make the developers JSM agents, to enable them to do more than just add internal comments to the JSM issues?