Escalate issues #Elements Copy & Sync
Use case benefits
An efficient way to clone and move issues from Jira Service Management to your Jira Software project
Clone and move between Jira Service Management and Jira Software
Configure automatic escalation of issues from JSM to Jira Software so your Service agents don’t have to copy and paste details between issues. Configured by the Jira administrator, recipes allow you to decide which details you want to copy. To make maintenance simple, a project picker can be used to select the target Software project.
Trigger on transition, or any Automation trigger
To automate your escalation process as much as possible, you can add Elements Copy & Sync recipes to post-functions so issues are copied as soon as the original support request is transitioned. Or you can trigger the recipe when an SLA is breached by using the REST API in an Automation rule.
Synchronize comments or status from developers back to Jira Service Management
Copy and synchronize comments one way or bi-directionally between issues so developers and agents can collaborate seamlessly. Workflow status synchronization makes life easier for agents by automatically resolving the support request when the Software issue is closed.
Configure automatic escalation of issues from JSM to Jira Software so your Service agents don’t have to copy and paste details between issues. Configured by the Jira administrator, recipes allow you to decide which details you want to copy. To make maintenance simple, a project picker can be used to select the target Software project.
To automate your escalation process as much as possible, you can add Elements Copy & Sync recipes to post-functions so issues are copied as soon as the original support request is transitioned. Or you can trigger the recipe when an SLA is breached by using the REST API in an Automation rule.
Copy and synchronize comments one way or bi-directionally between issues so developers and agents can collaborate seamlessly. Workflow status synchronization makes life easier for agents by automatically resolving the support request when the Software issue is closed.
Tutorial
Synchronize the status of two issues
When a support ticket is escalated to a development project, it often means that the support ticket won’t be closed until the escalated issue has been fixed by the software team. As a support agent, it’s bothersome to have to check the status of an escalated issue. You can automate the process with Elements Copy & Sync.
Have questions about escalating Jira issues from one project to another?
FAQ
Can I copy Forms?
Yes, Forms, previously known as ProForma, can be copied by Elements Copy & Sync and added to the Jira Software issue so developers have the information they need.
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