Linked ticket update

[Ben Dale]

We are wanting to link updates to a Jira board ticket to our Service Management ticket.

In the example, we have a standard user (Bob) raising a ticket that requires a system change. The Tech on the helpdesk recieves the ticket (IT-001) and creates a linked ticked to a Development Jira Board (DB-099) for work. As the developers work on the change, they update the Development ticket (DB-099). 

When the DB ticket is updated, we would like the comment to be pushed into the IT ticket. Is there anyway to do that?

I don't really want the IT Tech to sit between the two tickets, checking both tickets for updates and relaying. I also don't really want a developer to go onto the master ticket IT-001 and update if possible as we are looking to have a buffer between front line and development.

Hope this makes sense.

Thanks

[Jack Brickey]

Hi @Ben Dale , you can leverage Automation to sync your comments. See if the following helps you out - Copy-Comment-to-linked-Issue-when-new-comment-is-added . Please note that every comment placed in the development issue will be copied to your JSM issue, which may or may not be desirable.

[Jack Brickey]

@Ben Dale , we're you able to try out automation?

[Rilwan Ahmed]

Hi @Ben Dale ,

Welcome to the community !!

Is IT and DB project in same instance ? If yes, granting access to IT project for the required users from DB project will not work ?  

[Ben Dale]

We were trying to get the development team to just update their board work, rather than in both locations. Until we get the best solution, that is our current work around.