How to use JSA Linking - Since ticket merging is not an option

[Jarrod]

Hi,

Summary

I'm in the process of planning out a JSM implementation and want to get guidance on how to correctly implement ticket linking since JSM does not have the merge feature like other service delivery ticketing systems.

What I am trying to solve.

I want to do a JSM implementation where my SD Tech's can link tickets to one another in a parent child relationship.

When the parent ticket is closed, all child tickets will be closed.

Examples:
We have a P1 incident where a server is offline. 

1. Staff Member calls, reports system unavailable

2. SD Team Links User issues to incident (Fields are merged, reported staff member get's added to incident ticket as a contact)

3. Incident is resolved

4. Child tickets are resolved

5. All contacts listed in the Incident ticket received a resolution email

The second use case you would see a merge situation for is:

1. Received alert from network monitoring that a switch has gone offline.

2. Engineer investigates and resolves.

3. Alert received from network monitoring, switch has come back online.

4. Merge Online alert into offline line alert, marking incident as resolved. 

I've reviewed the feature guide on Issue linking, I suspect I would need to use the block/blocking type to achieve this. 

Any guidance would be apricated.

[Mikael Sandberg]

Hi @Jarrod,

Welcome to Atlassian Community!

No, you are not limited to just use the block/blocking link type. You can either use one of the default ones, parent/child is one of them, or you have the option to create your own. And you can use automation to close child requests and copy information between requests if needed.

[Mikael Sandberg]

And if you are looking for merge functionality there is an app in the Marketplace that can do that, Merge agent for Jira.