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I am trying to automation of creating a new linked issue when the support ticket is confirmed

ashokrajagopalan

I am trying to automation of creating a new linked issue when the support ticket is confirmed.

I have created a Automation in the Support project to create a new issue , the link between support ticket and JIRA ticket is not being established. pls help

Accepted answers

John Funk

Hi @ashokrajagopalan - Can you provide some screenshots with what you have and any errors you are getting?

All comments

John Funk

Hi @ashokrajagopalan - Can you provide some screenshots with what you have and any errors you are getting?

ashokrajagopalan

Hi John

I am not getting any error , new issue being created in the same Support project with the same support ticket id . I have attached the rule for your reference.

My problem statement as below

Create a linked issue in main Project if the support ticket status is changed as Accepted and when the Linked issue status is changed by the team update the support ticket status so that client will get to the support ticket is being worked by Dev tea Rule 1.png

Aditya Sastry

@ashokrajagopalan If I understood correctly, whenever support ticket is accepted, you want to create another linked issue. If so, the when condition isn't rght.

The condition should be issue transitioned.

Aditya Sastry

Auto tranition.PNG

Aditya Sastry

Happy to know that it helped @ashokrajagopalan

ashokrajagopalan

Hi Aditya

Thanks for your help , i am looking for extending the automation rule into next steps

Now the linked issues is being created in JIRA ( Main project) as next we will update the status of the main JIRA id like Dev In-progress and QC Completed etc . Is it possible to update the support ticket by adding rule in main JIRA Project. I am trying it out.

Thanks in Advance..

Aditya Sastry

My suggestion is to use post function in the main project. What is the exact requirement?

ashokrajagopalan

Hi Aditya

We have 16 clients and we are maintaining the support project for each customers now the issue posting into main Project and status updates are happening manually and its becoming very difficult to manage coz of increasing volume in the tickets so i am planning to automate the status updates for each support tickets automatically when the status being updated in the main project , so this will keep the client posted as well on time and current progress.

Status Details.png

Hope i am clear..

Ashok R

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