Managing Feedback for Custom Checkbox Fields

Question

Hello everyone,

i have a custom field (checkbox) with 9 options. When any of these options are selected, an email is automatically sent via a post function.

Now my problem is:

For up to 4 of these options, i expect feedback via a comment. These options should be displayed separately in the ticket (e.g., as a checklist). The received responses should then be marked as completed.

Please ask me if something is unclear. I am open to any suggestion.

Does someone have an idea how to solve this?
Thanks in advance!

DST · Answer

Many thanks

we have managed to create the filled values with an automation as sub-tasks and then close them automatically when they have been commented by a certain person.

I still have one question:
I have an automation on the main ticket that listens to the trigger “Issue updated”. This automation should close the main ticket when all sub-tasks have been closed.
My problem is: If a sub-task is closed, this does not count as an “Issue updated” for the main ticket.

Does anyone have a suggestion for a solution?

Chris Rainey · Answer

Okay I think I'm following now.

Have you looked into sub-tasks as a potential option for what you're trying to do here? With sub-tasks, you can capture comments on those sub-tasks and have those comments roll up to the main ticket if you'd like via Automation. You can also track those sub-tasks form the Linked Issues area of the main ticket and you can also see the statuses of those sub-tasks. It's not exactly a checklist option but wanted to see if you had looked into that

DST · Answer

@Chris Rainey 
In this custom field, we have 9 different software selections. For up to 4 of them we send the mail to the responsible persons (e.g. to create a user). These choices should be added to an overview that can then be marked as done (maybe a checklist). They need to notify us with a comment when their work is done and the option should then be marked as “done” in the checklist.

I hope I have explained this clearly :)