nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Smart Value for linked issue URL (Automation) (Cloud)

Marcel Kampa

Hello,

I'm looking for a way to let my customers know the link to a linked issue.
As of now, it is not natively possible to show customers the linked issue(s) in the customer portal (cloud).

Right now I'm trying to come up with an automation rule that would comment the link of the linked issue as a comment. That would solve the issue, as comments are visible to the customers.

So far I got this:

When: Issue linked
Types: All link types

Then: Add comment to issue

My problem is, that I can't seem to find the Smart Value for the link of the linked issue.

Is there such a value?

Thank you in advance to everyone.

Accepted answers

Joseph Chung Yin

@Marcel Kampa -

Welcome to the community. Based on your rule model, what you can do is utilize the action of setting up an action to use the "Create Variable" to store the linked issue key. This will allow you to reference the variable as a local variable later in your writing the comment.

A few important things that you need to keep in mind -

1) For the linked issues, those issues need to be accessible for the customers via the portal UI. If not, then it will result in error when customers try to access them.

2) When adding comments, it has to be "Share with Customer" (public comment) option and not internal as by default using the add comment action in the rule.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Joseph Chung Yin

@Marcel Kampa -

A few important things that you need to keep in mind -

1) For the linked issues, those issues need to be accessible for the customers via the portal UI. If not, then it will result in error when customers try to access them.

2) When adding comments, it has to be "Share with Customer" (public comment) option and not internal as by default using the add comment action in the rule.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Marcel Kampa

Hello Joseph,

thank you for your reply and your pointers.

If possible I would like to ask for your help.
I got a few steps further. My current automation rule is:

When: Issue linked
Types: All link types

Then: Add comment to issue
Comment: {{issue.key}}
Comment Visibility: Share with customer

This works great as it comments the link/URL of the linked issue (let's call it "Issue-B").
The problem is, that the comment is also on Issue-B. But I need it on Issue-A.

Is there a way to let the comment appear on Issue-A?

Thank you in advance for your continued help.

Best,
Marcel

Joseph Chung Yin

@Marcel Kampa -

Give this a try. Essentially, you will need to create another local variable to obtain the linked issue's comments.

Here is my test Automation Rules -

Details on the 2nd variable -

Afterward, I used "Branch rule/ related issues" condition, so the linked issue key and the comments (stored in the two local variable) to ensure I am looking at right destination issue

Then the final action is write the comments (using the two local variable values) into the destination issue.

So - In your case, lets say Issue-A that you added a linked issue of Issue-B, the above rule will automatically add a comment to Issue-A pulled from Issue-B.

Hope this helps. If so, please click on Accept answer button when you have a chance.

Best, Joseph

Marcel Kampa

Hello Joseph,

That worked. Thank you very much for your help!

It's always great when a community has amazing people like you.

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Unanswered
Groups
Help

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management