Tracking incident caused by change

Jade_Kitching

Hoping there's a simple way to track this using JIRA features.....

We use JIRA helpdesk for incident, change and problem but currently, it's not configured to track incident caused by change. In ServiceNow, there's a function in the incident and change items to link incident and change items i.e incident caused by change number CHG etc. This allows the review of implemented changes with associated incidents.

Is there a way of doing this using linked issue but without creating a new issue i.e linking an existing incident to an existing change item? 

Rachel Wright

Hi @Jade_Kitching ,

Yes, you can link any Jira issue to any other Jira issue, regardless of it's type.  

Here's an example.  (The screenshot is from Jira Cloud, but the concept is the same in Jira Server.)

In the above example, the issue is lined to two other issues.  The issue "causes" DEMO-3 and it "is blocked by" DEMO-2.  You can specify the "type" of link when you are creating it.

If an incident was reported today, related to a change in the last release, I would link the incident issue to the change record issue and probably also to any stories or bugs that caused, contributed to, or are related to the issue.

Once nice thing is that any links you create are reciprocal.  Meaning, if you link issue ABC-123 to ABC-124, you'll automatically see the link when you visit either issue.

You can also query for any issues linked to another issue, which is great for reporting and root cause analysis.

Hope this helps!

Rachel Wright
Author, Jira Strategy Admin Workbook