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  1. Jira Service Management Server and Data Center
  2. JSDSERVER-1199

Automatically resolve incident issues when underlying linked problem issue is resolved



    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.


      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.


      • 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


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              shamid@atlassian.com shihab
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