Uploaded image for project: 'Jira Service Management Cloud'
  1. Jira Service Management Cloud
  2. JSDCLOUD-1199

Automatically resolve incident issues when underlying linked problem issue is resolved

    XMLWordPrintable

Details

    • Our product teams collect and evaluate feedback from a number of different sources. To learn more about how we use customer feedback in the planning process, check out our new feature policy.

    Description

      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      In many service desk workflows, a parent ticket is used to represent the underlying problem and once the parent ticket is resolved, the individual instances of the problem need to get updated.

      Examples:

      • ITSM/ITIL: Many Incident reports may occur when a system is unavailable. This handled by another team as a single Problem issue. When the underlying Problem is solved, the linked Incident tickets should automatically get a comment alerting the agent that they can close the issue - or even just automatically close the Incident issues on behalf of the agent.
      • Developer/Application Support: Many Support Requests may occur when users hit a certain problem, eg. they can't log in. This may be recorded in a Development project as a Bug. Once the Bug is fixed and the fix is deployed, the linked Support Requests should automatically get updated.
      Update as of 26 November 2015

      Hi everyone,

      The requested functionality is now available in Altassian Cloud. You can go to automation section and configure it for your needs
      (see https://confluence.atlassian.com/cloud/18-october-2015-to-24-october-2015-780870807.html for more details)

      The pre-configured rule is coming soon, stay tuned to our release notes.

      Once again, thanks for supporting JIRA Service Desk!
      Gosha Nguyen
      JIRA Service Desk Product Management

      Attachments

        Issue Links

          Activity

            People

              Unassigned Unassigned
              shamid@atlassian.com shihab
              Votes:
              121 Vote for this issue
              Watchers:
              66 Start watching this issue

              Dates

                Created:
                Updated:
                Resolved: