How agents and development team work on bug reports together
When service project agents work on bug reports raised by customers, they may need to work with the development teams to let them know about work items.
To do this, agents can create linked work items for them so they can get all the information required, quickly and easily.
Here’s our suggestion for how to work with other Jira teams:
A service project agent receives a bug report from a customer.
The agent verifies that the bug needs a developer to fix the work item.
The service project agent creates a linked work item in the development team’s Jira project.
The development team lead prioritizes and assigns the software work item to a developer to fix.
The developer works in their Jira project while fixing the work item.
The developer resolves the work item and Jira Service Management automatically updates the service agent about the fix.
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