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Suggestion
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Resolution: Fixed
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? See the corresponding suggestion.
Problem Definition
We've setup a dedicated service desk project, so we can have the issue types, workflows and so forth setup to suit/match the service desk workflow.
If an issue gets pushed across to the developer team, we then have a choice: Do we move the issue (and lose the tracking, SLAs etc in the service desk) or clone it and then move it (which "wastes" an ID and leaves gaps in the issue numbering).
Suggested Solution
It would be nice to have a simple "Send to Developers" or "Copy to Project" workflow which creates a duplicate of the issue in the (specified) developer project, and automatically links the service desk project issue to the developer project issue.
That would mean you can have a single helpdesk project for triaging issues, and the development team the flexibility to play around with the issue without impacting the SD team and metrics.
- relates to
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- Closed
![[Extranet] Page](/images/icons/generic_link_16.png "[Extranet] Page"){kind=icon}
| Form Name | |||||||||||
|---|---|---|---|---|---|---|---|---|---|---|---|
[JSDSERVER-792] Copy-to-Development workflow
Daniel Lautzenheiser
added a comment - Service Desk 3.1.0 has the new link in it (aka core 7.1 and higher).
Daniel Lautzenheiser
added a comment - Service Desk 3.1.0 has the new link in it (aka core 7.1 and higher). 
Robert Reed
added a comment - I have the same as William. No "Create linked issue" on my on-premise installation, v7.0.10
Robert Reed
added a comment - I have the same as William. No "Create linked issue" on my on-premise installation, v7.0.10 
William Penman
added a comment - When I go to an issue and click the "More" button I do not see the "Create Linked Issue" option. Only "Link" option. I'm on standalone version 7.0.5 build 70114. 
William Penman
added a comment - When I go to an issue and click the "More" button I do not see the "Create Linked Issue" option. Only "Link" option. I'm on standalone version 7.0.5 build 70114. 
TJ Baker
added a comment - Thanks for pointing this out, Andy. I found it, and it does what we need.
Those looking for it, when viewing an issue you can click on the 'More' button and see 'Create linked issue'.
TJ Baker
added a comment - Thanks for pointing this out, Andy. I found it, and it does what we need.
Those looking for it, when viewing an issue you can click on the 'More' button and see 'Create linked issue'. William Penman
added a comment - I am not seeing the option either. Please explain how this works. Thanks!
William Penman
added a comment - I am not seeing the option either. Please explain how this works. Thanks! Robert Reed
added a comment - @Andy Fleming: Where is this feature, since I have ServiceDesk on-premise, newest version, and not sure how to find "Create Linked Issue" as button, link, menu options, mind-reading module, etc?
Robert Reed
added a comment - @Andy Fleming: Where is this feature, since I have ServiceDesk on-premise, newest version, and not sure how to find "Create Linked Issue" as button, link, menu options, mind-reading module, etc? There's now a Create linked issue option for JSD issues which effectively provides this functionality.
Does pretty much what we originally asked for...
TJ Baker
added a comment - Would love to know how Atlassian handles this? How do you triage support cases from the Support Desk to your dev project(s)? I was just about ready to leap full into adopting Service Desk as I got tired of waiting for Help Scout to do a JIRA integration, and hit this wall. We'd be in the same boat - having to manually create issues in our dev projects for dealing with customer support incidents.
TJ Baker
added a comment - Would love to know how Atlassian handles this? How do you triage support cases from the Support Desk to your dev project(s)? I was just about ready to leap full into adopting Service Desk as I got tired of waiting for Help Scout to do a JIRA integration, and hit this wall. We'd be in the same boat - having to manually create issues in our dev projects for dealing with customer support incidents. We too move tickets to internal projects via clone then move. This has always been awkward but is way worse now that there is an auto-responder every time you create a ticket. Cloning is seen as a create in SD, so it fires all automation rules AND sends the customer the 'we received your ticket' email for a second time. Which, c'mon guys... Can't turn notification off, can't treat clones differently (all are new), and can't hack your way around it in cloud. Killin me smalls!
@Bob Cloud compatibility would be the best Christmas present ever!!!!
This has shipped earlier in the year as part of 3.1 for Server. See the release notes for a description and the link to documentation.