JIRA Service Desk integration and payment with JIRA Software

[Carmen Cascales]

Hi, 

We have our development team using a JIRA Software license for internal development of our product.

Now we are going life and we want to use JIRA Service Desk for Customer Support, for the moment the cheapest option, 3 agents max.

1. How to buy JIRA Service Desk? In a separate bill?

2. How to integrate JIRA Service Desk with our existing JIRA Software? Is this for free? Where can I get support or documentation on the steps to follow? I have read there is Exalate tool that can help but what are the options?

[Bryan Trummer - ReleaseTEAM · Accepted solution]

Hi Carmen, welcome to the community. 

1. If you go on your cloud instance to navigate to the navigation button to the Administration button. Under subscriptions & billing there will be an option to "Discover Applications". From here you will be able to add JIRA Service Desk to your instance which includes the free trial.

2. Once you install Service Desk it is integrated into your instance and then service desk projects can be created. This following link has how to setup JIRA Service Desk once installed, it also contains links on various service desk topics. 

https://confluence.atlassian.com/get-started-with-jira-service-desk/set-up-your-service-desk-917968305.html

[Carmen Cascales]

Ok, that option you propose is to use same instance for JIRA Service Desk and JIRA Software right? So then, I am assuming I would need to create two groups:

1. Agents group for JIRA Service Desk

2. Developers group for JIRA Software

Also, I would like a JIRA Service Desk project to be linked to a JIRA Software project. Ideally I would like the JIRA Service Desk project to be automatically updated once something happens in JIRA Software linked project (for example, if a ticket transitions to Done), and this kind of interactions. Would that be possible? Where can I find more information? Would this solve my needs or would I need to create a separate instance for JIRA Service Desk and integrate it with Exalate? What is the benefit of Exalate?

[Bryan Trummer - ReleaseTEAM]

Hi Carmen,

Yes the option I mention is for a same instance. There is an option in Service Desk that allows for Automation and one of those functions is to update Linked Issue Statuses which should help you achieve what you are looking for when it comes to the statuses. The following link talks a bit more about automation in the service desk projects and a screen shot of the sample of linked issue statuses.

I am not very familiar with Exalate or have not used it in any of my previous experiences.

https://confluence.atlassian.com/servicedeskcloud/automating-your-service-desk-732528900.html

[Serhiy Onyshchenko]

Hi Carmen, I'm Serhiy from the Exalate app you just mentioned. What you're describing is a perfect use case for synchronization.

As suggested by Bryan, many effects may be achieved with Automation, that comes in with Jira Service Desk. 
However, you would be limited to only the following actions:

And, within the most important actions (transition and edit issue) you would also suffer certain incapacities:
* transition - you need to choose between the transitions to be triggered, however, if your issue is not in the proper status, when the automation is executed, automation would be in a pickle
* edit issue is forcing you to hard-select the value to choose (so you would not be able to populate a custom field on service desk with a custom field value from development, such as for instance "Root Cause")

With Exalate, you would not be limited to this set of actions. Anything in this list - Jira Cloud REST API - as well as this other list - Jira Service Desk Cloud REST API - is possible whenever the service desk issue is synced to the development ticket with Exalate. With any  accessible information from the Development to feed through.

I am also able to find an article published by my colleague on a similar use case (although there one single service desk was connected to multiple development projects):
How to sync issues Jira Service Desk with multiple Jira Projects . This article has a video, demonstrating how Exalate can solve the use case.

As far as I recall, you've booked a session with us here: https://www.idalko.com/exalate-book-demo/ . I'll be glad to demonstrate any of these claims during our meeting.
Regards, Serhiy.