How do you manage bugs and feature requests from the service desk?

[Chris]

Hey all,

We are new to Jira and wanting to know the best structure / process for logging bug and feature request tickets from the service desk to the product team.

This is how we are currently setup:

1 service desk project

2 software projects (back end and front end) working on different sprints

This is how we want the process to go:

1. Service desk logs bug ticket, keeps it in a help desk queue to manage customer communication

2. New ticket is logged to either the back end or front end software team.

3. service desk prioritises the bug / feature in the backlog of the receiving team (backlog should only be bugs and features reported by the service desk and coming from an end user)

What we need to be able to do:

1.   The service desk needs to be able to see one backlog of all bug and feature tickets they sent to the software team (including both front and back end). This will allow them to prioritise the backlog accordingly.

2. We need to be able to report on the backlog for bugs and features as a whole for the weekly meeting

3. The software teams need to be able to easily filter out the bug / feature tickets from their other backlog tasks etc. (I guess this can be done with quick filters?)

4. The software team are wanting to separate the bugs and features to their respective boards and don't want to manage it as one. However the service desk needs to be able to see the full backlog as one so we can correctly prioritise.

Is the only solution here to have two different backlogs for each software project and prioritise separately? Which then brings the question of how can we pull this into one report?

Please feel free to let us know if you have an entirely new solution than this.

Sorry for the long post and thank you in advance for your help.

Chris