(Cloud) Best approach to copy all linked Service Desk issue comments to the parent ticket?

Question

Hi,

I'm working on a (somewhat classic) business use case, which is a new employee onboarding. I want to create a process where 1 Service Desk ticket (let's call this the parent ticket) raises multiple Service Desk tickets (e.g., set up new email account, update website, etc.)

I think the raising multiple tickets part can be done via the built-in automation or add-ons such as ScriptRunner and Power Scripts.

I haven't quite give it a try yet, but I'm wondering if it's possible that the customer only sees and interact one and only one ticket (the parent ticket). As such, is it also possible that all the comments from the children tickets be posted to the parent ticket (e.g., new email account info)? Ideally, without the agent navigating to the parent ticket.

If possible, how to achieve this?

Kristian Walker _Adaptavist_ · Answer

HI Wai,

Thank you for your response.

I can confirm that it is not possible to restrict the visibility of issues using ScriptRunner for Jira Cloud as Atlassian do not provide the API's to do this inside of Jira Cloud.

Regards,

Kristian

wa1_kh00 · Answer

Thanks, Kristian for the response! What about the part where the customer should only see the parent ticket and not the children tickets?

Kristian Walker _Adaptavist_ · Answer

Hi Wai,

Thankyou for your question.

I can confirm that the best approach to achieve your requirement would be to a Script Listener which is configured to fire on the *Comment Created* event.

This issue would then need to update the parent issue by getting the comments from the linked issue using the Get Comments API and would the need to set these comments on the parent issue and you can see an example of how to update the parent issue inside of the documentation page located here.

If this response has answered your question can you please mark it as accepted so that other users can see it is correct when searching for similar answers.

Regards,

Kristian