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Service Desk Automation - update ticket only after all linked tickets have been updated

Maliha Khan

I've set up an automation where it updates the status of a SD ticket (and adds comments) when a linked issue is updated.

Sometimes I have to create multiple dev tickets for a single SD ticket. The problem with this is, the trigger is set to "a linked issue is transitioned". I want the SD ticket to get updated only if ALL linked tickets have been completed. Is there a way to do this?

Screen Shot 2020-01-29 at 9.51.55 am.png Screen Shot 2020-01-29 at 9.52.29 am.png

Accepted answers

Angélica Luz

Hello Maliha,

Thank you for reaching out to Atlassian Community!

On Jira Service Desk, the automation doesn’t have an order to be executed.

If there are, for example, 10 automation that runs when the ticket is created, it will not run always in the same order and also not in the order of the date the automation was created.

There is a feature request suggesting the implementation of such ability:

It should be possible to arrange Automation Rules in a certain order

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

All comments

Angélica Luz

Hello Maliha,

Thank you for reaching out to Atlassian Community!

On Jira Service Desk, the automation doesn’t have an order to be executed.

If there are, for example, 10 automation that runs when the ticket is created, it will not run always in the same order and also not in the order of the date the automation was created.

There is a feature request suggesting the implementation of such ability:

It should be possible to arrange Automation Rules in a certain order

Please, click on vote and watch to receive updates about the feature.

Regards,
Angélica

Maliha Khan

Hi Angelica,

Thanks for your reply.

I wasn't really talking about the order in which multiple automations are run. I have just one automation set up. In it I have a trigger to add comments and update status of a service desk ticket when the linked ticket has been updated. This works fine with there's only one ticket linked to the service desk ticket. However, if you have multiple tickets linked to the one service desk ticket, say 3 dev tickets associated with the 1 service desk ticket, then when even one dev ticket is marked as "Done" it updates the service desk ticket as done as well. What I'd like is for the service desk ticket to be updated only after ALL linked tickets have been updated to a specific status.