JIRA is used by both IT Help Desk teams and Software Development teams. Help Desk teams manage custom inquiries, incidents, reports, issues and may often need to collaborate with the development teams. They need a process to send these service tickets with relevant information to development teams either for further analysis or bug fixes. Development teams in turn need to analyze, track and plan for these issues.

Clone Plus easily solves this problem by letting the Service Desk Agents Clone the Customer Service tickets into Tasks or Bugs for development teams

Lets say,  a customer has created a new request via Service Desk:

Open

The service desk agent would like to send this request to the development teams to look at this issue and analyze further.

• Getting Started With Customization - this has more details on how to customize

• How to customize automatic clone linking - instead of having the default link type of Clone

Step	Details
Create a new Clone Plus Customization using the Clone Plus Configuration properties - "Create a Developer Ticket" or "Send to Developers" or "Clone in Development Project".	Example # Customization for clone 1 action # When does this action show on UI? Only for Service Desk Requests. 1.plus.condition.IS.*.* = true 1.plus.label = Create a Developer Ticket 1.plus.tooltip = Send this ticket to the Dev team # Set the summary to be like the default Clone operation by adding "CLONE - " 1.plus.set.summary = Customer Request - %original_summary% # Set the Default Dev Project 1.plus.project.*.*.*= DT
Enable the Clone Plus Customization for "Create a Developer Ticket".	How to enable and disable actions
The configuration would create a new Clone customization. This customization would allow the service desk agent to clone the existing service desk into a software development project and choose a new issue type which is relevant for the development teams.
Create a new bug in the development project. This screen can be eliminated if your process specifies exactly the project and issue type that should be created. Use the base clone action instead of the extended clone action illustrated here.
Add/Edit the additonal details as necessary.
Clone plus can also copy customer comments and attachments on the service desk request.
Clone the service request using the Create button.

Use Bob Swift's Update on Transition add-on to transition the Service Desk request or add a comment when the Developer team has resolved the issue.