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Automation to post on Jira Service Desk project linked Bugs

Nicola Brown_upakxp

I have been trying for a very long time to write the automation for the below, I would appreciate some guidance.

I want to set up an automation rule whereby when a Bug ticket (on a normal jira project board) is linked to a Jira Service Desk project it posts the link on the Service Desk project so that reporter (and others) can see that their original ticket has been craeted as a Bug.

They will then have visibility of thew new bug ticket & can track to resolution.

[Example: SR - Jira Service Desk project, TT - Eng project board, when Bug ticket is created on TT board and then user navigates back to SR it related to and "Links issue" with any underlying link reason I want the AUTOMATION to post a comment on the SR ticket with the url to the TT Bug ticket]

Accepted answers

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Dan Breyen

Hi @Nicola Brown I could be wrong, but I believe the linking should automatically be happening. When I link a JSM ticket to a JIRA bug, I can see the JIRA bug linked on my JSM ticket and visa versa.

If you want a notification, you could add on on the JSM ticket that says "When Issue linked" and add "Then Comment to Issue" for the action or something like that.

You should be able to add this to the comment if you need the URL, but I have the link in the JSM ticket that I can click on. Link to Jira issue: <a href="{{issue.toUrl}}">{{triggerIssue.Key}}</a>.

That should get you really close. I haven't tested it, but that's pretty close. I have a similar automation that lets the assignee of the JSM issue know when the JIRA bug has been fixed.

Paul Wiggers

Hello @Nicola Brown

I think you can achieve what you want with this Screenshot 2023-04-24 at 19.51.35.png

Change the Types and issueType to what you need. Also, play around with {{issue.url}} and {{destinationIssue.url}} to get the result that you want.

Just out of interest, why do you want to do this? People with access to both projects can just click the linked issue. Portal users cannot see the linked issues and cannot access the issue in the Software project so this will be of no use to them.

In case of the latter, you could communicate the status through an automation that triggers on status changes.

Nicola Brown_upakxp

Was only able to put it in an if block which did post linked Bug to SR ticket.

Tried with {{issue.url}} and {{destinationIssue.url}}.

Looking to add this automation as Portal Users can't see linked tickets but do have access to non-service desk projects so would be able to follow the bug to resolution if provided the link.

Any further suggestions as to why my setup is not working please? 🙏

Screenshot 2023-04-25 at 08.23.45.png

Nicola Brown_upakxp

Hey! Thanks for your response, someone else previously mentioned that the legacy rules could help here. Do you know the setup of the legacy rule you are referring to please?

I have tried ways similar to what you posted above but no luck unfortunately.

Nicola Brown_upakxp

Do you have any further ideas on how to resolve this please @Paul Wiggers

Nicola Brown_upakxp

@Dan Breyen Taken a look and legacy automation only allows for updated when a linked ticket changes (i.e. status etc) and not when it is initially linked which is what I am hoping for!

Paul Wiggers

Hello @Nicola Brown

You mention that your portal users have access to other projects. This means, that they have a site account and are not portal only users.

If that is the case, I would suggest you just let them access the projects and view the issues from that view. That way, they can just click the linked issue on the issue view.

From my understanding, non-JSM project issues cannot be viewed through a browser without having to log in the with a user account (not a portal customer account).

If I am mistaken, can you please provide screenshots of what your users are seeing and what you would like to achieve?

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