Update Support Ticket when Tech Task is Done

[deepthy g]

i have two projects Support desk and dev project.

Once the support team creates a ticket in support desk and move the status to Escalated to Tech, a new ticket is getting created in dev project, that automation rule is working fine.

Now i want to change the status of the ticket in support desk to Ready for verification, once the status of task in dev project is in done.

But this is not working, could someone suggest me how i should correct the rule?

[Duc Thang TRAN · Accepted solution]

Hello @deepthy g 

Your automation is currently configured to run only within your iboss project. You can see this detail in the branch rule for JQL.

Only work items from the above projects will be considered. You can change this restriction in 'Rule details'.
If you want to achieve this, it needs to be extended to multiple projects  (by an instance administrator, and then the SD project should be selected.
This way, the scope will be extended to other projects.

Hope this can help 

[deepthy g]

Thank u so much. It worked!!

[Maja Vallin]

Hi there,

I would try this, change the bransch for this rule from JQL to linked issue. 

(This because I assume that your first automation is creating a link between the two tickets so all issues created with that automation have the same issue linking)

I would then also put in a JQL condition just to make sure that it doesn't change status for other tickets linked to this issue in other projects (this could be even more advanced than I did it)

This is just an example and you would need to change to the work linking type you use and the JQL to match your support project and also correct status

Hope this helps :-)