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Show all linked issues in agent view issue ticket

Heather Marquez

Hello,

I have an automation rule to link all tickets within a project from the same reporter email address. What I find is that the agents cannot then see these from the issue view.

We want agents to easily see all the requests from the same reporter to better troubleshoot issues.

I have gone through many searches to find a solution but hoping someone here can point out a way?

Thanks in advance!

Heather

Accepted answers

Dan Breyen

Hi Heather, you'll have to decide if this is 'easily' or not, but could you make a filter where it shows all the issues by reporter and the agent just pastes in their email address or types in their name? I have something like that setup that I use.

Hope that helps.

All comments

Dan Breyen

Hope that helps.

Heather Marquez

Thanks Dan! We take in hundreds of issues daily, some are duplicates from the same reporter over a period of a couple weeks. We are looking for a way to link all the tickets that the reporter has created (open and closed) so that agents can get a better picture of the experience, issues, and resolution.

Today the agent has to manually search for all issue tickets that a given reporter has submitted.

Trudy P Claspill

Hello @Heather Marquez

If you are looking for an automated way to link a newly created issue to all other issues created by the same person, you can do that with an Automation Rule.

TRIGGER: Issue Created

BRANCH: for related issues / JQL
  JQL: reporter = {{issue.reporter}} and issue!={{issue.key}}
  uncheck the box that says "only issues that have changed..."

  ACTION: Link Issue

Heather Marquez

@Trudy P Claspill

This worked beautifully! Thank you very much for your help!

Two follow up questions:

I assume this only applies to new requests? If yes, do you know if there is a way to do a one time cleanup to link all other past requests by the same reporter email?
Also, since we are linking to the trigger issue, the newly created one will show all linked requests. I noticed that a related request may only show the trigger request rather than all requests. Is there a way to link to all related requests (e.g. same reporter email)? We want to make sure agents have full perspective when viewing any request (old and new). Screen shots attached showing this.

Screenshot 2023-10-02 at 3.18.47 PM.png

Trudy P Claspill

Hello @Heather Marquez

Regarding your follow up question #1a:

Yes, the rule I outlined, as I outlined it, should be linking the newly created issue to all issues that exist in the same project reported by the same user. It does not otherwise touch pre-existing issues.

Regarding your follow up question #1b (which seems to be maybe the same as follow up question #2): finding all issues by a given reporter up to this point and ensuring that each one has a link to every other one.

This is much more complex. I assume you are looking at multiple reporters each potentially having multiple issues? It seems like that might require a level of recursive action that I have not tried to use in an automation rule before. I need to spend more time thinking about this. I'm also going to tag-team @Bill Sheboy because he has done a lot more with automation rules of that level of complexity than I have.

Heather Marquez

Thanks @Trudy P Claspill

The solution I'm looking for is one where one reporter will sometimes submit multiple requests, for what is most of the time the same need, in attempt to escalate. While we are inputting knowledge base etc to get to the root of that issue, we want any of our agents to see all the requests from the same reporter email.

Specifically, last week we had one customer who created 6 requests with different info within the same day. We had 3 different agents with different issue tickets and different information working with the customer to try and resolve at different times.

The logic is that if any of those agents could see all the requests from any of the customer requests, then one agent can work holistically on the issue with that customer. Hope that helps and thank you again!

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