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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.
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
- relates to
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- Closed
![[Extranet] Page](/images/icons/generic_link_16.png "[Extranet] Page"){kind=icon}
[JSDSERVER-1199] Automatically resolve incident issues when underlying linked problem issue is resolved
| Workflow | Original: JAC Suggestion Workflow [ 3012650 ] | New: JAC Suggestion Workflow 3 [ 3647509 ] |
| Status | Original: RESOLVED [ 5 ] | New: Closed [ 6 ] |
| Workflow | Original: Confluence Workflow - Public Facing v4 [ 2665909 ] | New: JAC Suggestion Workflow [ 3012650 ] |
| Workflow | Original: JSD Suggestion Workflow - TEMP [ 2323694 ] | New: Confluence Workflow - Public Facing v4 [ 2665909 ] |
| Status | Original: Closed [ 6 ] | New: Resolved [ 5 ] |
| Fix Version/s | Original: 3.1..0 [ 62416 ] |
| Fix Version/s | New: 3.1.0 [ 56292 ] |
| Workflow | Original: JSD Suggestion Workflow [ 2052405 ] | New: JSD Suggestion Workflow - TEMP [ 2323694 ] |
| Workflow | Original: JSD Suggestion Workflow - TEMP [ 2047450 ] | New: JSD Suggestion Workflow [ 2052405 ] |
| Workflow | Original: JSD Suggestion Workflow [ 1280468 ] | New: JSD Suggestion Workflow - TEMP [ 2047450 ] |
| Description |
Original:
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. {panel:title=Update as of 26 November 2015|bgColor=#f5f5f5} 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 {panel} |
New:
{panel:bgColor=#e7f4fa} *NOTE:* This suggestion is for *JIRA Service Desk Server*. Using *JIRA Service Desk Cloud*? [See the corresponding suggestion|http://jira.atlassian.com/browse/JSDCLOUD-1199]. {panel} 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. {panel:title=Update as of 26 November 2015|bgColor=#f5f5f5} 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 {panel} |
| Link |
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This issue relates to |