Prevent/reopen parent issues if any of the subtasks are still open

[tzuhwii]

Hi Team,

I came across this article:
🔗 How to prevent issues from being closed while the sub-tasks are still open in Jira — it recommends modifying the workflow to hide the transition to the Resolved state if sub-tasks are open which worked for me when I tried in the sandbox. 

However, we'd still like the Resolved state to be visible and selectable for our users.

Our goal:

• If a user transitions a parent issue to Resolved

• And any sub-tasks are still in an open status
  Then:

• Automatically transition the parent issue back to In Progress

• And post a comment tagging the user, e.g.
  "This ticket has been automatically reopened as there are still open sub-tasks. Please complete all sub-tasks before resolving the parent ticket."

Is this achievable using native JSM automation?

Thanks in advance!

[Marc - Devoteam · Accepted solution]

Hi @tzuhwii 

Yes, this can be done in automation, but the question is why?

It's better to use the solution to not be able to make the transition at all. This saves an automation action and in my opinion the automation solution will be more frustrating for agents as they think they resolve an issue and then it reopens due to the fact sub-tasks where not handled.

[tzuhwii]

Hi Marc,

Fair point — we did consider that approach. The reason we're leaning towards automation for now is to avoid the overhead of updating comms and processes across multiple teams. 

That said, do you know of a way to visibly inform agents in the ticket itself (e.g., via a message or validator) that they need to close all sub-tasks before the Resolve transition becomes available? Something like a tooltip or on-screen instruction to guide them?

Appreciate any suggestions you might have!

Thanks!

[Marc - Devoteam]

Hi @tzuhwii 

Sub-tasks and there status is visible to the agent on the parent.

There are no options for tooltips or on-screen instruction options.

Also in relation to the automation, you will frustrate the reporter as they will get a notification the issue has been resolved and then they could receive an email (if customer notification status change is on), that the ticket is now is status in progress again.

In my opinion its simpler to clarify the process instead of think of making a work around that suites the agents, but could frustrate the customers.

Customers are to be pleased and not to be provided with non informative information to make the way of working easier for the backend.

But that's my opinion.

[tzuhwii]

Thanks for the inputs Marc, will go back to the business with these. Cheers!