How to link service requests created during automation?

[darrellb]

We have a workflow wherein a primary form is created which will create subsequent service requests for tracking and auditing purposes. I've gotten the creation / management down, but I can't quite figure out how to establish links for the issues. 

The automations only allow me to select software projects for linking operations, and the fields documentation doesn't work for service. Just returns:

"Unknown fields set during create, they may be unavailable for the project/type. Check your custom field configuration. Fields ignored -

Linked Issues (issuelinks)"

What is the fields reference for links in service, or is this just not doable currently?

[Trudy Claspill · Accepted solution]

Are you trying to create issue links as part of a Create Issue action?

Have you considered using the Link Issue action instead, after the Create Issue action?

Can you show us your complete automation rule and the details of the step where you are trying to add links?

Can you show us the rule Audit Log showing the messages that are logged when the rule executes?

Can you provide more information about the following statement? What exactly are you trying to do? Maybe a screen image would be helpful.

The automations only allow me to select software projects for linking operations, 

[darrellb]

This is in the Create Service Request action (Service Desk), not Create An Issue (Software). I have indeed tried the link issue action within the automation, but in the Service Requests that get created, there is no established links setup on the requests after creation

[darrellb]

Below is an example of the audit log. It just shows the successful phases for the request creation, but not specifically anything about the linking

[Trudy Claspill]

Your Link Issue action, based on its position, is in the context of the trigger issue, not the newly created issue. The net effect is it is trying to link the trigger issue to itself.

If you want to link the newly created issue to the trigger issue then:

1. Add a Re-fetch Issue step after creating the new issue.

2. Set your Link Issue action thus (selecting the appropriate link type):

[darrellb]

Oh that got it for me! Thanks! I'm relatively new to automations so I wasn't even aware fetching was an action!

[Esther Strom]

Yup, @Trudy Claspill got there first; I had to go back to my sandbox and prove that linking in JSM works. But my next comment was going to be about issue context! 

FYI, if you were to use the JSON to do the linking instead of the link issues action, you should be able to use {{issue.key}} as the inward issue link in the Create Issue action.

[Esther Strom]

Hi, @darrellb - how are you trying to link your tickets in your automation? Via the Link Issues action? You may not be able to do it that way, but you should be able to via the More Options JSON field at the bottom of most actions. 

It would look something like this:

{
"update": {
"issuelinks": [
{
"add": {
"type": {
"name": "Problem/Incident"
},
"inwardIssue": {
"key": "{{issue.key}}"
}
},
"add": {
"type": {
"name": "Problem/Incident"
},
"inwardIssue": {
"key": "{{triggerIssue.key}}"
}
}
}
]
}
}

[darrellb]

I tried that but received the error listed in the original statement:

"Unknown fields set during create, they may be unavailable for the project/type. Check your custom field configuration. Fields ignored -

Linked Issues (issuelinks)"

issueLinks doesn't appear to be part of a ServiceRequest object like it is a Jira issue

[darrellb]

I'll give it a shot though and see if maybe this one is different than the one in the docs!

[Esther Strom]

You can definitely link tickets to a JSM ticket; we do it all the time both manually and via automation JSON. 

Is it possible you don't have Linked Issues available in your JSM field configuration or on the screen?

[Esther Strom]

Just to clarify, if you try my example you'll need to update "Problem/Incident" to match one of your system's valid issue link types. 

[darrellb]

Same problem. Audit log fails that:

[darrellb]

Yeah the issue isn't the Type, it's that the issueLinks key doesn't seem to exist in the service request as pictured above

[darrellb]

"Is it possible you don't have Linked Issues available in your JSM field configuration or on the screen?"

We definitely have them enabled. I can manually link via the UI without any issue

[darrellb]

As a point of reference. I can manually create links in the JSM UI and see them. They're just not appearing via the link automations.