One Request Type, Multiple Issue Types

Question

I may be phrasing this incorrectly, so bear with me.

I need to create a single form for my customer to use. When this form is submitted, the request should ideally create 4-6 tickets, based on responses to fields within the form.

These tickets would contain the pertinent pieces of information from the form for the people working the ticket to use.

Can this be accomplished? I keep searching online and I'm only seeing responses to things kind of like this from 2014.

Jennifer Taylor_oet3ar · Answer

Yes, this is the situation I'm after. I should clarify - we are using Atlassian in the cloud (in case that impacts available add-ons). I'm not sure where automation sits in the control set. Being a complete newbie to this, I've got to figure out how to hook issues into particular parts of the form (i.e. the phone information goes in the phone ticket, the computer hardware fields go into that ticket, etc.)

Thanks and bear with me on this!

Sebastian Krzewiński · Answer

Hi

You can do this but only with add-ons.

For creating issues on transitions you can use:

- https://marketplace.atlassian.com/apps/697735/create-on-transition-for-jira?hosting=server&tab=overview

- https://marketplace.atlassian.com/apps/5048/jsu-automation-suite-for-jira-workflows?hosting=server&tab=overview

- https://marketplace.atlassian.com/apps/6820/scriptrunner-for-jira?hosting=server&tab=overview

- https://marketplace.atlassian.com/apps/292/jira-misc-workflow-extensions?hosting=cloud&tab=overview

IMHO in my cases the best was Bob Swift's Create on Transition. I also used rest of these add-ons too (still Script runner is the best add-on ever) and you can very easy achieve your scenario.

I hope that I help you :)

Regards,

Sebastian

Jack Brickey · Answer

So I think your use case is this...

a customer can create a certain type of request that ultimately translates into several tasks that are to be done by different agents. Assuming this is the case I would provide the following suggestion.

* use a unique Request Type or some custom field that can trigger an automation
* using automation, when the issue of this type is created then create all of the individual tasks and link them to the issue. Alternatively use sub-tasks
* optionally, using automation move the parent (issue created by customer) to In Progress and send automated response to customer that it is underway. Then automatically close the parent when all children are done.

there are other ways to do this too with addons but I won't go there if the above isn't what you need.