Resolve a linked issue in another project

Question

Hi,

We have setup a flow between two different Service Management project. All the user ticket creates in Project A but if the staff working in that project can't resolve the ticket they can escalate it. When they do that a linked issue is created in Project B (Create on transition).

Now I have created an automation rule (multiple project) that resolves the ticket in project A if the linked ticket in project B is resolved.

The problem is the trigger for the rule which is WHEN: Issue transitioned to Resolved. There are a huge number of cases per day in project A that are transitioned to status Resolved which means that the rule will be executing a lot. Is there a way I can optimize it and limit this to the ticket concerned?

We have same statusnames and transitions in both projects and I can of course change the statusname in project B but I want to avoid it.

Marc -Devoteam- · Answer

HI @Susann Ivarsson

I you would limit the transition trigger from specific status to resolved, that would trigger the rule less.

Or does the the workflow on project B, allow transition to done from any status

Susann Ivarsson · Answer

Hi,

Here is my automation rule. The first condition is for Project B but isn’t all issues in both projects affected by the trigger when the Scope is for project A and project B. I have tried to setup the rule as a project rule in project B but it’s not working because the linked issue is in another project. The execution time is however quite fast for the issues in project A which is good but as I understands it when we migrate to cloud all the execution, also the ones with status “ No action performed” is count toward the usage limit.

Marc -Devoteam- · Answer

Hi @Susann Ivarsson

Would you be able to share the content of the automation rule, this to get some more clarity on the rule?

What I could suggest from your information is:

Create a rule on project B only that acts on the transition to done, brach the rule. Use the branch action for Linked Issues, you can specify Project A and set an action to transition the issue in project A

Something like this: