How to work with external parties in Jira Service Desk

Patrick van der Rijst

Patrick van der Rijst

Published: 3 October, 2018

How to work with external parties in Jira Service Desk (1)In this blog we describe how support service teams can work with their end users but also communicate with external parties without sharing that information with the end users.

We've defined the following workflow, in which we can keep our end users updated of the actual status of an issue. In this tutorial we'll only focus on the working with external parties part.workflow jira service desk

Let's first take a look at how this works for a support agent. A new issue has been reported but the agent cannot solve this and requires help from one of their external vendors. Via the issue the agent can select for the option Created Third Party Request

jsd-send-to-third-party

What happens next is that a linked issue has been created using a different issue type and process. We'll elaborate on the configuration itself later in this blog.

In this issue the first step is to actually send it to the external vendor. Using a transition here allows us to fill in an organization and change the reporter. In this case, the organization should match the vendor and the reporter our main contact at this vendor.

Want to keep track of vendor management in Jira? Check outInsight - Asset management for Jira or work with nFeed if you already have this information available in a source elsewhere.

send-to-third-partyOur external vendor will receive an e-mail notification that a new issue is created. On a reply the issue automatically moves to the status Waiting for us.

When the issue has been resolved, the linked issue originally created by our end user will receive a status update that we can move forward.

Configuration

We've set this up in Atlassian Cloud and make use of the app Automation for Jira to automatically create a linked issue and filling this with the information we want to share.

Below we can see the configuration that when an issue enters the statusCreate Third Party Request a linked issue will be created.

create-linked-issue

Using default Jira Service Desk Automation Rules we're updating the status of an issue when the vendor responds. We're using a similar rule to update the linked issue when this issue has been resolved so it ends up in the correct queue.

automation-ext-vendor

The following workflow reflects the process of a service desk agent working with an external party.

workflow jira service desk

Do you have use cases or solutions you'd like to share or would you like to have someone on-site review your current setup? Contact us at atlassian@avisi.nl

Related blogs

Did you enjoy reading?

Share this blog with your audience!