Service Desk + Development Team

Owned by Łukasz Krupa (Unlicensed)
Last updated: May 02, 2017 by Piotr Mazij (Unlicensed)
2 min read

We want to provide Service Desk for customers to handle support requests. Development tasks should be isolated and in case of bugs they should be replicated in Developer's JIRA instance.

Prerequisites

You have to have two production JIRA instances:

  • Internal 
    Probably the one used right now in your organization. You can have there many processes implemented such as: Project Management, Software Development, Problem & Incident Management, Release Management, Change Management, Test Management, etc. For security reasons you don't want to give access for external users.
  • External
    Single purpose JIRA for handling only external users requests. Optionally, it can have JIRA Service Desk installed.

Each JIRA instance will have different configuration because it servers different purpose.

Communication model

Use DUAL-MODE and (optionally) in PUSH&PULL flavour.

Realization

Create Connection & Contract on both JIRA instances (see Connection & Synchronize 101).

Configuration details

Internal

External

Internal

External


Access to this JIRA only for:

  • administrator, 
  • technical user, 
  • agents.

Field Mapping should contains all data that describes a ticket.

Internal Comments should be enabled.

In given configuration we assume that users from External JIRA does not communicate directly via comments. However, it is possible to allow them to do that. For more options please check Comments & External Comments Tab.


Attachments should be disabled (it is more likely attachments will be transferred from External JIRA).

Corresponding mapping should be set.

Comments should be synchronized with 'All' option to let users from Internal JIRA understand ticket's context and history.

Attachments should be synchronized as well.

There are no outgoing tickets. You can consider to synchronize some fields on Update event but more likely synchronize comments and Workflow.

There are several options but in that scenario (with agents accounts on External JIRA) we suggest to use:

  • Create Remote Issue Action - when Agent makes a decision that issue should be processed by 2nd line support, or
  • Create event (see Contract) set to workflow event (GENERIC_EVENT or particular ones set in your transitions to Close, Resolved, Done statuses). There should be a status telling 'Pass to 2nd line support' or something similar.


Consideration

    • Who (from your company) should have access to External JIRA? If you have dedicated 1st line support they can work on external JIRA and pass tickets to the 2nd line in your internal JIRA. Use some triggers combination that will work best for your case.
    • Behind a firewall model is often used in that case to keep Internal JIRA secured on network level.