Can I change a service ticket to development ticket

[Ásta Hrönn _RdN_]

In some cases a support ticket needs further development work than can be addressed by the service team. What do I do to present the issue and add it into the development que?

[Dirk Ronsmans · Accepted solution]

Hi @Ásta Hrönn _RdN_ ,

Imho a proper process would be to create a Linked Issue in the correct software project and have that linked to the Support ticket.

That support ticket could then be closed if a workaround is available or be kept open (perhaps in a specific "pending" state) if no immediate workaround/solution can be provided

https://support.atlassian.com/jira-software-cloud/docs/link-an-issue/

[Nic Brough -Adaptavist-]

Technically, yes, you could take an issue from a JSM project and move it into a development type project for further work, but there's a big problem with doing that - you'll lose the request the customer made, and your communication channels with them.  To the customer, it looks like you've deleted their request!

The right thing to do in Jira is to retain the request as it is, and, as @Dirk Ronsmans says, create and link a development issue.  (I'm not trying to steal his thunder here, please mark his answer right!  I'm posting to explain what is behind his recommendation). 

[Blake]

This seems quite repetitive. so we need to copy and paste the details in create an issue in JSW and link it to the user support ticket in JSM? keeping it in JSM would be great for the dev to be able to comment publicly or internally as well...

[Nic Brough -Adaptavist-]

A better option would be to use JSW's "create linked issue", as @Dirk Ronsmans said before.

[Blake]

ok i missed that detail the first time. I just tried that and it seems to be working as needed. I wonder if when task is marked as done if i will still need to go in and also mark the ticket as done, etc. we will see! regardless, this does help thank you.

[Dirk Ronsmans]

By default it’s a manual task but you can always create an automation to perform this.