How do service desk agents and the development team work on bug reports together?

When service desk agents work on bug reports raised by customers, they may need to escalate issues to the development teams. To do this, agents can create linked issues for them.

Here’s how escalating to other Jira teams works:

  1. A service desk agent receives a bug report from a customer.

  2. The agent verifies that the bug needs a developer to fix the issue.

  3. The service desk agent creates a linked issue in the development team’s Jira Software project.

  4. The development team lead prioritizes and assigns the software issue to a developer to fix.

  5. The developer works in their Jira Software project while fixing the issue.

  6. The developer resolves the issue and Jira Service Desk automatically updates the service agent about the fix.

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