Can I create a ticket in Jira Service Desk and automate process for moving it to Jira?

[Nicola Martin (she/her)]

I would like to be able to do one of the following approaches utilising both Service Desk and Jira for completing resolution of bugs:

First approach:

• Create a ticket in Service Desk for a fault.
  
  
• Copy (and link) the issue to Jira (automate process based on decision in Service Desk).
  
  
• Resolve issue in Jira.
  
  
• Have the initial ticket update in Service Desk based on activity for the linked issue in Jira.

Second Approach:

• Create a ticket in Service Desk.
  
  
• Move the ticket to Jira.
  
  
• Be able to send an automated message to ticket creator.
  
  
• Resolve the ticket in Jira.

QUESTIONS:

• Are any of these approaches possible? 
  
  
• Can I link workflows across Jira Service Desk and Jira?
  
  
• At the points where I have mentioned automating the process, is that possible at the current time and how would I go about doing that?

[francis · Accepted solution]

Hi @Nicola Martin (she/her) 

Answering your questions

Are any of these approaches possible? 
Both approaches are possible. The advantage of the first approach is context.  Whenever a customer is raising an issue, and you move the issue to another project, you lose the context. Approach A ensures you keep the workflow related to the ticket raised by the customer and cloning the ticket to a development issue ensures that that dev issue is handled through the agreed workflow.

Not sure if my explanation is clear, but the bottom line is to go for approach A :-)

Can I link workflows across Jira Service Desk and Jira?

What do you mean exactly?   If you want that the ServiceDesk ticket changes status if the development issue changes status - then this is perfectly possible

I'm product manager for Exalate, and this is one of the standard use cases. (Other add-ons can also address this use case - but I should'nt be telling this :-) )

At the points where I have mentioned automating the process, is that possible at the current time and how would I go about doing that?

Many different options exists - Elements, Scriptrunner, automation for jira, powerscripts, ... and of course Exalate :-)

Hope this helps

[Nicola Martin (she/her)]

It does and thank you!

[carlos_marin]

Hi @francis 

Int he first approach, if the ticket in Jira Service desk contain atached files, they should be duplicated in the Jira software ticket? 

is there any way to share the attached files wihtout duplicating them to save space in JSW?

Best regards

[Julie d_Antin _Elements_ · Accepted solution]

Hi @Nicola Martin (she/her) 

I work for Elements and our app Copy & Sync could meet your needs.

We have a tutorial for the first approach you mentioned, linking issues between Jira Service Desk and Jira.

Let me know if you have any questions about using Copy & Sync.

[Nicola Martin (she/her)]

Hi Laura

If that idea was chosen, I would only want the status to be available once the work was complete. Not an ongoing update.

Thanks, looks like a good tool anyway.

[Tom Lister · Accepted solution]

Hi @Nicola Martin (she/her) 

As a rule of thumb you can automate anything you can do in the GUI via the API's. The next question would be how you would access them.

You can move, link, clone etc using a scripting tool like Script-runner or an automation tool such as Automation for Jira. Choice would be down to what suits your level of technical knowledge to Jira.