Is it possible to automatically link JSD errors to bugs when escalating?

Question

We are experiencing with the next "Escalation to developer" feature of JSD. We are missing one key function, which is to automatically link the customer request (in Jira Service Desk) and the generated issue (in Jira Software) so we have clear traceability, and we can also take advantage of automations.

We want to avoid manual linking as much as possible.

Is this already possible? If not, are you considering it?

Alejandro Álvarez_c0rguc · Answer

Hi there, thanks a lot for your answer.

I have finally implemented the way you mentioned, using the automation.

Indeed the developer escalation issue, when clicked, opens the issue creation form, intended to be filled so it can create the issue in the development project I guess.

Marc -Devoteam- · Answer

Hi @Alejandro Álvarez

I have just tested this.

You need to setup a request type under the the "developer escalation"

This enables the escalation function on other issues raised via the portal. If you use this function it auto links to the issue you escalated from.

The request type should also not be shown in the portal.

Both issues stay in JSM project, so not in a JSW project. I think you have misread how this functionality works.

As I did as I expected it to work with JSW, but it doesn't if the you set it up as intended.

JSW licensed users should be granted a role as collaborator on the JSM project, so they can work on the requests in "developer escalation".

Gabriel Rodrigues · Answer

Hi @Alejandro Álvarez ,

When you mention "Escalation to developer", are you referring to the "developer escalation" feature? I haven't tested it yet, but based in what I've read about it, this feature doesn't directly create an issue in Jira Software; instead, it allows developers to be added as collaborators in your Jira Service Management project. However, based on your description, it seems like you've set up an automation to generate a Jira Software issue when a JSM ticket transitions to the "Escalated" status.

If that's the case, you can automatically link these two items, and the link will be visible in the "Linked Issues" section of both items. If your instances are separate, you can follow this guide (from part 3). The guide involves making an HTTP request within your automation to create a link between the two items (that must be performed in both sides otherwise the link doesn't appear correctly). The "a bit of groundwork" section outlines some requirements.

f the two products are on the same site, you can modify your Jira Software automation by adding the "Link issues" action within the transition, pointing to the most recently created issue. This ensures seamless linking between the JSM ticket and the Jira Software issue in the "Linked Issues" section. It will link the most recently created issue to the issue that triggered the automation. The adapted will look like the following image:

Feel free to ask any questions if you need further clarification or assistance with these steps.