Auto closing a linked duplicated by ticket automation

[Danielle David]

Looking for help with automation.

If a ticket is linked using duplicate and duplicate by.

If the Duplicate ticket is Resolved, I want the duplicated by ticket to also automatically resolve with a note to the customer. Is this possible?

[Mikael Sandberg]

You can create an automation that looks similar to this one, just change the branch to look for the specific link type that you want it to look for.

[Hadas]

Will the issue itself be closed if he is the one that duplicates the other and the other is the one who is 'duplicated by'?

Looks like it won't by this rule when triggered by this issue however I wonder if the other one will trigger the same rule and that will close the first issue?

[Mikael Sandberg]

@Hadas The way the rule I included above is configured it will not trigger on the associated issue, since it is of the type Service Request, and the automation is only looking for Change Requests. It all depends on how you set up your conditions and what you trigger on.

[Jesus Cordova Corimaya]

(In case this comes up) that you get error "No transitions to specified status could be found for issues" because the related issues are in a status that does not transition directly to "Resolved", then I have a solution.

Come in "Branch Rule/Related Issues"🪄


Using your example, let's say the workflow allows from any status to "Resolved", except "Pending". You have ticket ABC-1 as the main ticket, and all ABC-2 and ABC-3 tickets have issuelink of "Duplicates" to ABC-1 (they are duplicates of ABC-1). ABC-2 is currently "Pending" and ABC-3 is "Open". The solution would be:

1. Trigger: when issue is transitioned to "Resolved" (Done in my picture)

2. Branch related issues

   1. Branch 1

      1. For linked issues, that have the type: Is duplicated by

   2. Condition

      1. If status = Pending (the ones that can't transition immediately to Resolved (Done in my picture))

   3. Action:

      1. Transition issues (all related issues with condition above) to open

      2. Transition issues to the same status of the issue that is duplicated by all others (essentially, transition all the issues that are duplicates of the main issue, to Resolved as well)

   4. Branch 2

      1. For linked issues, that have the type: Is duplicated by

   5. Condition

      1. If status != Pending (the ones that can transition immediately to Done)

   6. Action:

      1. Transition issues to the same status of the issue that is duplicated by all others (essentially, transition all the issues that are duplicates of the main issue, to Resolved as well)

 

Happy Learning.

[Jan Maar]

Thank you this is working like a charm without any issues :)