Automaticaly created linked issue - not an option

[Matouš Křístek]

Hi,

I'm not able to create an automation rule for creating a linked issue. 

I used manual from link below https://confluence.atlassian.com/servicedeskcloud/blog/2017/12/automatically-create-linked-issues-from-new-requests

which has different settings than are ours (picture below). There are many options but all are doing the same in a result.

When new ticket is received its automaticly moved to another project which is what we need. But real connection is not existing to the original issue. So when we edit something in one project, there are no changes (information about changes - link) in another one, even if this is what I want to do, and what we needs to do.

We are using cloud verion of Jira, and we will be very happy, if you provide any working manual or ways, how to accomplish this goal.

Thank you

[Matouš Křístek]

Hi Angélica,

I would try to explain the mechanics of the process we want to make functional and issues which stoped us from making this real.

1. We have JSD project which automaticaly creates issues from our customer requests

- this automaticaly sends answers to our customers - this is great

- but this project has no Board when we can centralize these issues and manipulate with them based on priority etc.

2. Thats why we created new Bussines project where we can have this Board for all important users( Project Management Screen Scheme) 

- I created rule in JSD project which automaticaly creates the coppies in our second project = Bussines

- but these issues (which we see in our Bussines project) are not linked - only the name of the issues is same or very similar, but when I open an issue in this Bussines project I cannot see any direct way to its original issue from JSD. (!!)

And this is our biggest (maybe only) problem we have. Because we need to :

1. keep JSD project to automaticaly gather requests and convert them into Jira tickets with automatic answers to the client. (this is working)

- BUT because this project type (JSD = without board) is not as usefull for our work as we need. We maintain tickets in Bussines project. BUT when we finish the work on the ticket (in Bussines project which we can organize better etc..) ---> We need to go back to the JSD and use our coment/statement there so it can be automaticaly send back to the customer.

Summary of what we need to fix:

our original ticket (in JSD) needs to be linked with our maintenance ticket (in Bussines project) which are automaticaly moved by rule from JSD to the Bussines project like:

1. when we update/ad an comment (in bussines project where we do most of the work) it will be visible (linked) in JSD project (where we can set up rule for automatic answers to the cusotmer) 

It is not as crucial, how will be comments moved to JSD (inner coment or general coment which has different settings in automatic answers. 

Basicaly, when I open any JSD ticket I has to be sure that there is an link to the comment (or whole ticket in our Bussines project) - This thing is not working yet (becuase rule for creating linked issue just creates a copy in this Bussines project, which is not linked at all ) 

No real (proved) connection exists now and this is very bad for us.

I hope this answer makes it more clear for you, what we need to help with to make our JIRA experience with maintenance of customer requests fluid and usefull

Thanks a lot and I'm looking for your answer and support.

Matouš

[Angélica Luz]

Hi Matouš,

Just for us to better understand and help you with this issue, can you please let us know what changes that you would like to see in the original ticket when the linked issue is modified?
What are the project type of the original ticket and the project type that the linked issue is created?

Regards,
Angélica

[Matouš Křístek]

Hi Angélica,

I would try to explain the mechanics of the process we want to make functional and issues which stoped us from making this real.

1. We have JSD project which automaticaly creates issues from our customer requests

- this automaticaly sends answers to our customers - this is great

- but this project has no Board when we can centralize these issues and manipulate with them based on priority etc.

2. Thats why we created new Bussines project where we can have this Board for all important users( Project Management Screen Scheme) 

- I created rule in JSD project which automaticaly creates the coppies in our second project = Bussines

- but these issues (which we see in our Bussines project) are not linked - only the name of the issues is same or very similar, but when I open an issue in this Bussines project I cannot see any direct way to its original issue from JSD. (!!)

And this is our biggest (maybe only) problem we have. Because we need to :

1. keep JSD project to automaticaly gather requests and convert them into Jira tickets with automatic answers to the client. (this is working)

- BUT because this project type (JSD = without board) is not as usefull for our work as we need. We maintain tickets in Bussines project. BUT when we finish the work on the ticket (in Bussines project which we can organize better etc..) ---> We need to go back to the JSD and use our coment/statement there so it can be automaticaly send back to the customer.

Summary of what we need to fix:

our original ticket (in JSD) needs to be linked with our maintenance ticket (in Bussines project) which are automaticaly moved by rule from JSD to the Bussines project like:

1. when we update/ad an comment (in bussines project where we do most of the work) it will be visible (linked) in JSD project (where we can set up rule for automatic answers to the cusotmer) 

It is not as crucial, how will be comments moved to JSD (inner coment or general coment which has different settings in automatic answers. 

Basicaly, when I open any JSD ticket I has to be sure that there is an link to the comment (or whole ticket in our Bussines project) - This thing is not working yet (becuase rule for creating linked issue just creates a copy in this Bussines project, which is not linked at all ) 

No real (proved) connection exists now and this is very bad for us.

I hope this answer makes it more clear for you, what we need to help with to make our JIRA experience with maintenance of customer requests fluid and usefull

Thanks a lot and I'm looking for your answer and support.

Matouš

[Angélica Luz]

Hi Matouš,

What about creating a board for your service desk?
We can't create boards directly in the project, but as you have Jira Software, you can create a board on your profile and share with agents.

Please, open a Software project (must be a classic one) and on the dropdown on the board, click on "Create board".

Choose if you want a Scrum or Kanban > Board from an existing project > Next > Add a Board name > On Project, select your Service Desk project > On Location you will choose your profile > Create board.

For you to access this board:
Click on your profile picture on the bottom left corner > Your boards.

For agents to access the board:
They must click on the Search on the left side and they will see the option "View all boards, filters, dashboards or projects", so they will click on "Boards" and they will be able to see the list of boards they have access.

Please, let us know if it works for you.

Regards,
Angélica