Visibility on multiple projects

[Guillaume de Champeaux]

Hello,

I've set a service desk project for managers (the parent project) and made an automation which generates an issue on an others projects for every new issue on the parent project.

This automation also links the "child" issues to the "parent one".

My concern is that I'd like the reporter to see the status of every issues from the main one but it's not working.

How can I set things to make it work ?

Thanks for any advice.

[Kris Dewachter · Accepted solution]

Hi @Guillaume de Champeaux ,

The "Other" projects you talk about ... are they also "Service Management" projects ?

Where do you want the "Reporter" to see an overview of the issues ? In the portal or the Jira backoffice ?

When automatically creating a new ticket in "Another" project, who do you set as the "Reporter" of the issue ?

Best regards,

Kris

[Guillaume de Champeaux]

Hi @Kris Dewachter 

Thank for your answer, the other projects are service management projects too.
The reporter should see the status on the portal for the reporter is not always a project member.

The automation sets "Automation for jira" as the reporter.

[Kris Dewachter]

Hi @Guillaume de Champeaux ,

If you set the reporter as a "Request Participant" on the newly created tickets, they should be able to see them in the portal.

Best regards,

Kris

[Guillaume de Champeaux]

Thank you Kris, I will try this then.

[Guillaume de Champeaux]

Well unfortunately this did not work for the "Request participants" field in the child issue is not available. Probably a setting that I didn't pay attention to.

[Kris Dewachter]

Hi @Guillaume de Champeaux ,

If these projects are really Service Management projects, the "Request Participants" field should be available.

But maybe it was removed from the screens ? If so, you should be able to add it again.

You can also use the "Find your field" functionality to research why the field is not visible.

Best regards,

Kris

[Guillaume de Champeaux]

Thanks again @Kris Dewachter ,

The "Request participants" field is visible but it is said to be in a locked state  when I look at screens in my project config.

[Kris Dewachter]

Hi @Guillaume de Champeaux ,

The reason why you see it's "locked" is because it's a default Jira field and you can not alter it.

For the JSM project in which the automation rule is creating tickets, can you check the "Request Type" you are using ?

Project Settings --> Request management --> Request Types --> Click the request Type --> Tab "Issue View"

Is the "Request Type" field displayed in the sections "Context Fields" or "Hidden when empty fields" ?

If not, can you find it on the right "Fields" section on the page . If yes, you should drag it to the issue fields on the left and it should be available on the issue view.

Best regards,

kris

[Guillaume de Champeaux]

Hi @Kris Dewachter

Sorry for the delay on answering you. I've come to the conclusion that I'm maybe looking for something that could be impossible to have in Jira or maybe it's the way I've phrased it ;)

So, just to rephrase my need (I'll try be as clear as possible) : 

1. the client on my portal creates a new demand
2. the demand generates a first ticket for team A (service project A)
3. an automation generates 2 other tickets, one for team B (service project B) and one for team C (service project C), and links them to the first ticket
4. the client wants to follow the status of the linked tickets directly from the principal ticket on the portal 

Projects B and C are independant from each other. 

Is there a way I can achieve that ? 

Best regards.

[Kris Dewachter]

Hi @Guillaume de Champeaux ,

Yes, you can do that under the following conditions:

1. The client needs to have permissions to projects B and C
2. The client must be added as a request participant to the tickets created in project B and C

If these conditions are met, the client will be able to see the tickets of projects B and C in their list of tickets in the portal.

However, the portal will not visualize linked tickets in the ticket details. So you will have to add the links to ticket B and C as a comment to ticket A.

Best regards,

Kris

[Guillaume de Champeaux]

Thanks again @Kris Dewachter  !

That definitely answers my question. 
Have a good day.