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Suggestion
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Resolution: Unresolved
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0
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Suggested improvements
- It is a common case that a service desk ticket is linked to another JIRA Issue (bug) where the customer has no access. In such situation, updates on the bug cannot be seen by customers and it requires manual work from service desk agent to copy updates from the linked JIRA Issue (bug) to the customer facing service desk ticket. At the moment, it is only possible to make an automation of Update when a linked issue changes. The automation can transition the service desk ticket to a certain status but not sync any updates. Allow an automation of syncing updates from the linked issue to the service desk ticket. A rule to check which updates from the linked issue is meant for customer communication would also help.
- New Automation trigger for "When issue is cloned" - This is similar to JIRAAUTOSERVER-16. The user wants to create an automation that applies an issue link automatically when the issue is cloned (apply to the clone and the cloned issue). Sp far, there is no trigger using "clone" as option.
Current workaround for the Clone trigger not being available
The clone operation is considered a flow of the issue creation operation too. In such case you can use the issue created trigger to listen to clone operations.
Normally when you clone an issue Jira will automatically link the cloned issue using the link type Cloners. In that case we can use it as a condition to trigger the rule in the right occasions.
Example:
- I created an Automation rule as the following
- Trigger: Issue created
- Action: Re-fetch issue date
- Condition: smart valus condition - compare two values
- I check if {{issue.issuelinks.type}} equals Cloners
- Action: Comment on issue
- is duplicated by
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- Closed
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- Closed
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[AUTO-564] Linking & syncing - automated sync of updates from linked issue, e.g. when issue is cloned
Jehan, if you have an Automation workaround, it would be great if you could post it. It's not very obvious to me how to do it, and I don't find any solutions in the Community area.
In the mean time, I'm going to have to do this work by hand.
Hi all, this is a very important feature and I don't want to downplay its usefulness.
I'd recommend using automation as a solution for the moment as we are unable to prioritise this as a short- to medium-term area of focus.
The reason for this is that it is not a straightforward feature (as many of you have commented, there would need to be some controls over how linked issues sync) and it would take a fair bit of thinking and effort to build.
Please continue to vote and comment as we will re-evaluate this decision in the coming months.
So, you may be wondering what we are working on? We are focusing on making Jira Service Management easier to configure, with a focus on making request types, workflows and Forms easier to get started with. You'll see a lot of changes in the coming months that, we hope, will dramatically reduce set up times and remove barriers to entry for non-technical Jira admins.
Keen for your thoughts, thank you for engaging with us here.
Best regards,
Jehan Gonsalkorale
Product Manager, Jira Service Management
A great timesaver, but there needs to be some control over it, because not every status in Jira would trigger a customer update. The customer most likely wants to know when it's fixed, and probably isn't concerned about it being looked at by QA or having to go through rework. Additionally, there are probably developer statuses that the customer shouldn't be getting updates for.
Gonna have to bump this one too! We just started using linked issues, and we were expecting there to be some sort of automation rule that could accomplish this. In our case, it would be something like "If any Linked Issue transitions from <from> to <to> AND all Linked Issues on this Issue have a status of <status> then set the Issue status to <status>" - immediately going to save us a bunch of effort.
A common use case where a Product is sold and supported to customers, which needs ongoing maintenance and bug fixes.
Would like to see this feature saving lots of manual effort via this sync.
We have a similar problem at our company, cant wait to see this in action
I think the diffuculty is when there are several linked issues for 1 ticket.
But in most of case, there is 1 linked issue for 1 ticket.
So? When this feature will be available? 
Would really like to see this, it is causing a nightmare for us to have to manually go in and update the statuses. 2 different pages and 3 extra clicks on every single issue, and when you have to do many in bulk, it takes hours!
https://codebarrel.atlassian.net/browse/ACF-13116