Automation rule to close main jsm ticket when the jira software project has closed the cloned ticket

[Abri Buys]

Good Day All

I am looking for a solution with automation rule. Here is the scenario:

I have a Service Management ticket where the users will log tickets via the portal. When this is done there will be automation rule that runs and copies the information into one of the Jira Software scrum boards for developers to action. Once done they will resolve the cloned ticket and then require a rule for the service desk to then get a comment to state the ticket has been resolved and then move the status to Resolved. 

Please assist.

[Valerie Knapp]

Hi @Abri Buys , welcome to the Atlassian Community and thanks for your post.

You would likely need to use a branch to make this work 

Please can you have a go at creating the rule with this branch? If, during your tests, you find you can't get it to work, write us again here and we will try to help.

Best wishes

[Abri Buys]

Good Day. I have used the branches option but somehow it still does not close the main service desk ticekt. To Clone the ticket and to link it works great no issue there. What i am struggling to do is to once the linked ticket is closed to close the main ticket aswell. What complicates the matter more is that the status on the JSM is not the same as the Software Project. Only error i keep on finding is that says to me can not locate any linked items

[Valerie Knapp]

Hi @Abri Buys , thanks for the screen and your reply.

I wonder if the scope is the problem because, from you described, it should be the work item in the non-JSM project that calls this rule, correct?

I would try, in this screen, to modify the scope of the rule to include both projects

I just got this to work ^ in my test instance.

Let me know if it works for you too.

Cheers