Hi Ariel Aguilar this link https://docs.idalko.com/exalate/x/E4BWAg cannot be accessed by me (anymore). I need to login but don't have credentials. Credentials for support.idalko.com or community.exalate.com don't work there.
Hi Marc,
It is not really specified the instances you are using, but assuming is Jira Cloud or server, for the first part when you set "3rd party support" you can configure a trigger based on JQL to be executed, so it will create a ticket. For more information, you check this out:
https://docs.idalko.com/exalate/x/XZArAQ
Then, you can configure a trigger issue transition based on the value of the remote issue status, so when it gets closed it will replicate on the other side as:
https://docs.idalko.com/exalate/x/jgAT
Then, to map the multiple workflow orchestrations you can refer to:
https://docs.idalko.com/exalate/x/E4BWAg
Lastly, I will leave an article to sync comments here:
https://docs.idalko.com/exalate/x/IgB1Aw
Kind regards,
Ariel
Hi, we have defined to projects in Jira, one for our customer to support their customers and one for us to support our customers. So there are multiple levels op customers. When our customer is not able to help their customer then they set the status to "3rd party support" Then a ticket is created in our 2nd project and gets the status "open". I will describe the desired behavior below
helpdesk 1 : helpdesk 2
when set to 3rd party support -> create a ticket on helpdesk 2
when tickets are closed -> close on helpdesk 2 as well
Nothing else that can happen on helpdesk 1 should change something on helpdesk 2, but.....
helpdesk 2: helpdesk 1
when set to "customer feedback": set helpdesk 1 to "in progress"
when set to "done": set helpdesk 1 to "done"
when set to any other status on helpdesk 2: no change in status on helpdesk 1
comments "when shared with customer" should be synced between the 2 helpdesks
Some advise would be very helpful