Linked issues between Jira Service Desk and Jira and notifications between them.

Brad Jerome

We use Jira Service desk with our outside clients who email issues/changes into Service desk. If the item is deemed a change we create a linked task in a Jira software project to represent the change. We need the ability to have the linked service desk task to automatically update and notify the client who emailed the item in, any time the linked Jira software task is updated with with a status change or a comment.  I have tried setting up automation rules but I can't seem to get the service desk issue to update and then notify.  I would appreciate any help I can get.

Petter Gonçalves

Hello @Brad Jerome

Welcome to Atlassian Community!

Using the Service desk automation functionality, you can create the following rule to add a comment to a Service desk issue when a linked Software issue has being transitioned:

Once you do this, you just need to configure the comment notification to be sent to the customer in the Service desk, under Project settings > Customer notifications.

The limitations of this approach are:

1 - The details of the Jira Software issue can not be added in a public comment. That being said, the automation could only send pre-determined comments, such as "Your issue is resolved" or "We started to work in your issues".

2 - Only the transition of linked issues can trigger the automation. You would need to instruct your Software team to always transition the issue to send the updates to the customer, or block the comment without transitioning using workflow properties.

If you want to provide specific fields from the linked issue and consider other updates to trigger the automation, you will need an app to achieve it, such as Automation for Jira. This app can fully customize your updates in linked issues, adding any details you need in the fields you want by using Smart values.

Let us know if you have any questions.