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  1. Jira Service Management Cloud
  2. JSDCLOUD-5473

Automated sync of updates from linked issue

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Details

    • Suggestion
    • Status: Gathering Interest (View Workflow)
    • Resolution: Unresolved
    • Automation
    • None
    • 16
    • 2
    • 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

      Problem Definition

      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.

      Suggested Solution

      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.

      Why this is important

      This could eliminate a lot of manual work for service desk agents to update the customer facing tickets manually.

      Workaround

      The Automation feature has a component to manipulate linked issues:

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              a620038e6229 Jehan Gonsalkorale
              rmacalinao Ramon Macalinao
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              Dates

                Created:
                Updated: