How to link all Intercom conversations to the parent issue (workflow)

[Camila Rissi]

We have an app and we move tasks opened by our team to sub-taks once we start e new release of our app.

For instance:

TASK1 - Bug 1

TASK2 - Bug 2

Will be defined as sub-tasks of TASK 3 - Realease 3.2 App

That works great for us in terms of project management. However Intercom updates (as a note on Intercom's software) will only be triggered if there is an update on each sub-task.

I would like to update Intercom as well when the parent task has any updates.

My idea was to create a workflow to link Intercom conversations of a sub-task to it's parent task, but I could not find a way to do it =(

[Tobias Binna · Accepted solution]

Hi @Camila Rissi thank you for your question. This is a challenging one and I do not think there is a solution for this at the moment. The app works on the basis that linked Intercom conversations are associated with a specific Jira issue without considering any parent-child relationships between issues. The only option right now would be to duplicate existing links to the parent issue but that is not really a practical solution.

We still hope that Atlassian eventually allows us to tap into Jira's built-in automation which would allow us to give you the freedom to design workflows like this and decide on your own when and how to post notifications to linked Intercom conversations.

I am sorry not to have any good solution for you at the moment. But I have added a link to this post in our internal issue tracker and will make sure we update you if we have any updates on this.

Btw, I am the creator of the Intercom integration in Jira. Do let me know if you have any further questions or send me a message via our Intercom on toolsplus.io.

Best regards,
Tobias

[Camila Rissi]

Thank you for your response Tobias. 
I was thinking in creating a workflow that creates a comment on each child subtask when the parent task gets updated.

I wasn't able either to figure it out how to comment all child subtasks =(

[Tobias Binna]

Hmm, that's a good idea and may actually work. You could try to use Jira's built-in automation to configure something like this:

You can change the when condition and define different actions. Just as a disclaimer: I have not tested this myself but this should work. You can find the full documentation for Jira's automation feature here: https://support.atlassian.com/jira-software-cloud/docs/automate-your-jira-cloud-processes-and-workflows/