Use internal JSM project to collect backlog sprint tickets

[Joerg]

Hey,

this requirement has been coming up more and more lately, where departments want to use the Jira customer portal to collect internal requests and tasks from other departments (which may have only ever used the Jira customer portal) for their sprints (or Kanban boards).

The simplicity of using the customer portal for internal requests from people that have never used Jira seems like a valid use case, but Jira doesn't really seem to make this easy for some reason.

I would appreciate any input on the matter.

How do you do it? Or if you don't do anything similar, how would you go about it?

[Tim Kopperud · Accepted solution]

@Hi @Joerg, if I understand your question correctly, you can do this if you have Jira Software licences. If this is the case you can either:

• Create a new Scrum or Kanban board and select the JSM project or select from a filter including the JSM projects needed. You cannot locate the board in JSM itself though, but you can instead locate it in the departments "primary JSW project". 

or

• Add the JSM project into the filter query for the existing departmens JSW project. 

TimK.

[Miles Jordan]

FWIW, this strategy will mean paying for a Jira Software license for anyone who wants to access the tickets stored there. It is a common strategy, just an expensive one.

[Joerg]

Thanks for the responses.

My first thought was automation, i.e. creating a linked Software issue to the JSM ticket because somehow in my head I automatically assumed that mixing JSM and Software issues on one sprint board like that wouldn't quite work, but maybe you are right.

Did you see this or use it in practice before or is this just theory and there may be caveats?

[Tim Kopperud]

Hi @Joerg, I have done something like what you are mentioning with linked JSW issues. 

Mixing project issues into one board is a common approach, and works fine. I don't have any experience doing it with JSM and JSW in combination other than in testing environment. Combining JSW projects I do have experience with, and no caveats here. 

I don't see any big caveats other that what @Joerg mention about the cost. It might not be acceptable approach if your'e not already having JSW licences for those users.

Another thing that might be a caveat is that  the boards are located outside JSM. But this can also be seen as a benefit, because with correct filtering each JSW sees only their JSM issues on their board. 

TimK.

[Joerg]

We have both JSM and JSW on our instance. Not concerned about the costs if it is the best solution.

So then from what I understand, with your solution one could do normal sprint planning with issues that live in a separate JSM project?

I assume this approach only works for company-managed Service Desks, not team-managed.

Have to find the time to do some tests then. :)

[Tim Kopperud]

@Joerg, yes, in regards to this:

...one could do normal sprint planning with issues that live in a separate JSM project?

TimK