In the SWSD tool, you are able to link Incidents to Jira, but not Problem Records. ITIL Defines a problem as “The cause of one or more Incidents. The cause is not usually known at the time a Problem Record is created". Given this could result in an investigation and then resolution tasks being assigned to Software Engineering Teams, it would make sense that we would be able to link a Problem Record out to a Jira Card.
Although you might want to link an Incident to a Jira card, it is more likely that the incident will be managed via an Incident Management process and closed out, the possibly linked to a Problem Record for Root Cause Analysis, then linked to a Jira Card for permanent fix. Without the ability to link the Problem Record to Jira, that process breaks down. Requesting the ability to have the same integration from SWSD Problems to Jira as currently exists under the Incidents.
