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Suggestion
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Resolution: Fixed
NOTE: This suggestion is for JIRA Service Desk Server. Using JIRA Service Desk Cloud? 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.
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
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- Closed
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[JSDSERVER-1199] Automatically resolve incident issues when underlying linked problem issue is resolved
To resolve this issue I developed a simple service which adds label "watch" (and can also resolve issue) to any ticket in my SD project, if all underlying linked problems are closed. It works via Jira API.
This project is opensource and located here https://github.com/grisha0088/JiraWatcher.
It have a lot of hardcode by works well) It could be reconfigured easily. If you want to try I can help, it could be interesting for me)
grisha0088@gmail.com
g.dementiev@2gis.ru
Gosforth
added a comment - It does NOT work. The only thing u can do with this is sent message but absolutely will not close subissues. Completly useless.
Gosforth
added a comment - It does NOT work. The only thing u can do with this is sent message but absolutely will not close subissues. Completly useless. Hello Riya.
I have Jira Server in my company and this functionnality works with the Service Desk 3.xxx
When this automation available in Hosted / server application?
This feature is available in server roadmap functionality or not?
Hi, Update states that this functionality is available in the Cloud solution. Any idea when it will be available in the self-hosted solution ? Thanks
Toby, you can automatically transition JSD tasks when a linked task is transitioned. Check out the automation settings section of your JSD project.
Any update on the likelyhood that this will be added, as this would be very helpful for us?
+1 for @Rick Measham - I completely see the benefit in enabling the underlying linked problem to alter the linked SD ticket, however I do not believe it is possible to associate that function for every scenario where the underlying ticket is resolved i.e. it cannot be the case that the resolution of every underlying linked case, automatically implies that the linked SD case is also resolved.
What does makes sense is that the resolution of the underlying linked problem automatically transitions the linked SD case, to an appropriate new status on the SD workflow (as mentioned above) - maybe "ready for communication" or alternatively "linked case resolved".
The amount of safeguards that would need to be put in place to automatically resolve the linked SD ticket would most likely curtail it's implementation. However, the alternative option of (the underlying linked problem) automatically transitioning the linked SD ticket, would IMO make the implementation more likely.
100% on-board with the concept though!
Hi puchatekkubus632044760,
Sending messages upon resolving is the default rule. To transition issues, you'd need to configure the THEN part of the automation rule.
Cheers,
Lingbo