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Report on linked issues

Terry Zhang

We have a Jira Service Management Project A which collect customer tickets. If we cannot resolve a ticket in Project A, we escalate by creating a ticket in Jira Software Project B, then link both tickets together.

We would like to create a report on "Number of tickets in Project A got escalated to Project B in a month". This seems cannot be done by default. It seems some plug in Apps can report on linked issues, but I am not sure if they can create summary on total count of linked issue as we need.

I will be appreciated if you can point me to the right direction or give me some idea. Thanks.

Accepted answers

Joseph Chung Yin

@Terry Zhang -

For those issues (in project A) escalated, do you have any other metadata tag for those issues (i.e. in a specific WF status etc..)? uniquely identified them. If so, you can construct a JQL search and include the "Linked Issue" field in the result output to pull those issues in project A.

I believe this will be the easiest route without any add-on.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Avinash Bhagawati _Appfire_

Hi @Terry Zhang ,

Can you please confirm whether creation of ticket in project B is manual process or it is created as part transition post function.

we escalate by creating a ticket in Jira Software Project B, then link both tickets together.

Additionally, other approach is create a single select field called Escalation ( with Yes or No values ) and add this field in transition screen of Done/Closed transition of project A workflow. Also add field required validator with this field so that users will fill Yes or No while closing the project A.

With this approach, you can simply run jql like Escalation = "Yes" AND created >= -1m to get the list of escalated tickets.

Thanks,
Avinash

All comments

Joseph Chung Yin

@Terry Zhang -

I believe this will be the easiest route without any add-on.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Terry Zhang

Not sure I completely understand, but in Project A, if a ticket has a linked ticket in Project B, we can see the status (Open/In Progress and so on) of the linked ticket. Is that what you were referring to?

Joseph Chung Yin

@Terry Zhang -

I am referring to your issues in your JSM project and not the issues created in your Jira software project.

Best, Joseph

Terry Zhang

Yes, the issues in the JSM project has workflow status like Open and Closed. I also tried the LinkedIssue field, but it contains the issue key, I am not sure how I can use that to query on all linked issues from the same Jira software project. Thanks.

Avinash Bhagawati _Appfire_

Hi @Terry Zhang ,

With this approach, you can simply run jql like Escalation = "Yes" AND created >= -1m to get the list of escalated tickets.

Thanks,
Avinash

Terry Zhang

It's a manual process.

Oh, yes, that's a great idea, we will look into that. Thanks.

Terry Zhang

Thanks, I think this approach will work. I have created the custom field Escalation. But I would like to setup automation rule to set Escalation = "Yes". Since it's possible for a ticket in Project A to link to tickets in the same project or other projects. I need to test the link is between tickets in Project A and B. How do I determine the project with JQL?

Daniel Turczanski - JQL Search Extensions

Hi @Terry Zhang,

You could get the report with JQL. With standard JQL, you can only get a list of issues with links and export them to Excel for further processing. This works if you want to do a one-off analysis.

Standard JQL doesn't easily allow it, but you can find the results quickly using our professional indexing service:

JQL Search Extensions

After you install the app, you can simply search:

project=A AND issue in linkedIssuesOfQuery("project=B and created > -30d")

Check out the documentation to see more examples.

I hope this helps!

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