Is there a way to link service tickets to a master ticket that will flow through updates?

Question

Hello

If we had a scenario where we have a system wide problem with our software and customers are raising service tickets that are all regarding the same problem.

If we created a master ticket regarding the software issue, is there a way to link the customer tickets to this master ticket and when the master ticket was updated (for example if we added a comment/status updates) that would then fire through the same action to the customer tickets linked to the master.

Is there a way to do this?

Thanks

David Friedrich · Answer

This can be solved via automations. There are lots of ways to define how master ticket and it's linked issues should relate to each other.

One way to do it:

1) Create a separate issue (ie Incident). Set an identifier to make it a "master" issue (label or custom field). You could do this via a simple manual triggered automation as well.

2) Either during creation or later link the issues to the new "master" incident. Maybe it is even a good idea to create a separate link type just for master tickets (Is master of / master). If not, use either "block" or "relates to" link type.

3) Have one automation for synching the comments (internal and reply to customer) from the master to the linked issues. Example:

4) Define a rule or rules to transition linked issues to the master. Now this should be pretty straight forward depending on your number of different issue types and relating workflows.

Van Dijk · Answer

We wanna have same option in order to continue using jira service desk. This feature is on many other service desk tools already.