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Automation for Reopening Support Tickets Based on Linked Development Ticket Status

Robin Specht

Hello Jira Community,

I'm new to the forum and have limited experience with Jira. Over the past few weeks, I've been learning through resources like Google and Chat-GPT, but I need some additional help.

I need assistance with creating an automation for the following scenario:

I have two team-managed projects: a Kanban project used for support and a Scrum project for development. Sometimes, a support ticket requires development work, so we create a linked development ticket and initially close the support ticket, as there is no active action needed from the support team until the development is completed.

Here's what I need the automation to do:

When the linked development ticket reaches the status "Development Completed" or "Cancelled," the corresponding support ticket should automatically change its status from "Hypotheses Backlog" to "In Progress."

Any guidance on how to set up this automation would be greatly appreciated!

Thank you in advance for your help!

Best regards,

Robin

Accepted answers

Mauricio Heberle_x42e0d

Trigger: Issue transitioned from any status to "Development Completed" or "Cancelled"

Branch for Linked issues. Choose the link type you are using when linking both tickets.
Condition: check if status is not one of "Hypotheses Backlog" to "In Progress"
Action: change status to "Hypotheses Backlog" to "In Progress".

All comments

Mauricio Heberle_x42e0d

Trigger: Issue transitioned from any status to "Development Completed" or "Cancelled"

Robin Specht

Hey Mauricio,

I hope this message finds you well.

Thank you for your assistance with my query. However, I have encountered an issue with the suggested process. The current process doesn't work as intended because I am not checking the statuses within the same project. Instead, there are two separate projects where the tickets are merely linked together.

I suspect that the issue might be related to permissions. I encountered a similar problem with another automation, and it seems likely that a global permission or the team-managed project setup might be responsible for this limitation.

Do you have any idea if my assumption is correct, or what else might be causing this issue?

Thank you very much for your help and support.

Best regards,
Robin

Mauricio Heberle_x42e0d

Robin,

Within your automation, under "Rule Details", there's a field called "Scope", you need to set it to "multiple projects". Have you done that?

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