Update ticket in ServiceDesk when its linked issue (in Software Project) is updated

[Vikas Sinha]

For RCA related tickets (in Service Desk), we are linking the task tickets created in Software projects that are worked upon by developers. 

Now, we want that any update made by developers on task tickets, should update the RCA ticket in ServiceDesk in any way, like adding a comment in it or updating last updated time of RCA ticket. 

This will help us in tracking if there is any progress going on over the RCA related tasks created in different space. 

Is there any project automation option available for the same?

[Angélica Luz]

Hello Vikas,

Thank you for reaching out to Atlassian Community!

It's possible to create an automation that will copy a comment from a Jira Software ticket and paste on Service Desk ticket when they are linked.

Please, go to Jira settings > System > Automation rules. It's necessary to create on this page because it will be a Global rule since it will run on two projects.

Click on Create rule on the top right and before adding the trigger, click on "Rule details" and on Scope, you can restrict the rule to run only for two projects.

Then, click on Save and select the trigger.

After that, you must select the same options as below:

In this example, it will only copy the comment, but if you need to copy other information, then just add another "Action" by clicking on + below the "Then".

Hope this helps!

Regards,
Angélica

[Steve Lundstrom]

Angélica - Thank you for your input.  It appears it's been helpful in getting me closer to my objective.  I do now have comments made in Jira getting back to the linked SD ticket.  A few questions or additional challenges as we're not quite to where I need to be:

1. I had created automation to create the Jira ticket when the ticket was created (from an inbound customer email) in SD.  That successfully works in creating the Jira ticket, but it doesn't "link" the two.  I have to manually link the two tickets in order for your proposed comment automation to work.  Once I manually link them, your suggestion works.  Is there a way to automatically link the Service Desk issue with the automation-created Jira issue?  FWIW, I'm currently creating the Jira issue as a "clone" in my SD automation and then setting your suggested automation to apply to all linked types.
2. Once linked, comments added to the Jira task do make it back to the linked SD issue as well - this is a good thing.  However, the ultimate objective is for that comment to get emailed back out to the original requestor, who initiated the ticket via email to begin with.  

We want the ability for our assigned devs (licensed Jira users) who are managing Jira issues, to be able to communicate directly with requestors, who only use email for communication back-and-forth.

Thanks again for your input.  Much-appreciated.

[Angélica Luz]

Hello @Steve Lundstrom,

I'm glad to help.

Reading the details you provided, I believe I found an option that may help you.

It's possible to automatically create a linked issue between two projects using the automation. 

Please, check the screenshot below:

When a ticket is created, we select the action to create a new issue and we must select to set the field "Linked issue" for another option to appear and this option will allow the linked issue to be created.

Regarding the other option to share the comment with the original requestor, on the option I sent on my previous comment, you must click on "More options" and you will be able to select "Share with customer".

Hope this helps!

Regards,
Angélica

[Steve Lundstrom]

Angelica - thank you for your continued assistance.  I feel I'm getting closer.  I am still able to successfully create a new issue in my second project, but it's not Linked.  I'm getting this error in the logs on the automation:

My automation looks like this:

Not sure if the base settings for the automation (ie, choosing which projects) is appropriate, but this is what I have.  

I will tackle the comment syncing once I get automatic Linked issues creates.  Thank you again for your kind assistance.

[Angélica Luz]

Hi Steve,

I tested here using the same options to copy the comment and description and using the "relates to" option and it's working.

The only difference in my automation is that it's restricted to Service Desk. It wasn't necessary to set it both for SD and SW projects. 

Please, restrict the rule to the Service Desk project only and let us know if it works.

[Steve Lundstrom]

Angelica - I'm at a loss.  I've setup and replicated exactly what you have, but am still getting the Linked Issue error upon Create Issue automation.  Need to figure out who the Linked Issues is "unavailable".

[Angélica Luz]

Thank you for testing, Steve. 

After testing, we were able to identify what is causing this and replicate the issue.

The issue happens when the "Linked Issues" field is hidden. I was able to replicate when the Software project is a Classic project, so I believe you are using this type of project as well.

Please, go to ISD Project settings > Fields. Click on and search for the field Linked Issues and click on Show.

After that, please try creating a new ticket to check if the automation will work correctly.