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Syncing statuses between JSM and linked Jira tickets

Sirisha Karavadi

Hi,

Our team is trying to use JSM for submitting tickets. One of the requirements is to sync statuses of JSM and Jira tickets. I have automation for the following:

1. When customer submits a ticket in JSM, when status is transitioned, a ticked is cloned in Jira and is linked with a custom link type

2. Comments between JSM and linked Jira issues are in sync

Now, I need to sync statuses of Jira and JSM tickets.

Usecase: When developers change status of the linked Jira ticket, the JSM ticket should show same status.

The automation I initially built for the above usecase works if only one Jira ticket is linked to the JSM ticket. I am looking to have an automation that will

1) Check the number of linked issues on the JSM ticket, if more than 1 linked issues exist

2) It checks number of resolved linked issues on the JSM ticket

3) Then, if atleast one of the linked issues is not done, then JSM ticket will be shown as in-progress and JSM ticket will be marked done when all the linked issues are resolved

4) If there is only one linked issue, then the status of the linked issue should be copied over to the JSM ticket.

I am stuck at 2. Need smart values of code that I can use to complete #2 and #3 above. {{issue.issuelinks.size}} shows number of linked issues but I cannot extend this to {{issue.issuelinks.statuscategory('Done').size}} or something to get count of resolved linked issues.

Our team uses cloud version of Jira and JSM.

Accepted answers

Salih Tuç

It is hard and unnecessary to integrate one JSM ticket depend on two (or more) Jira tickets. What about both tickets are open, and on different statuses, what will you do?

Nature of the "integration on statuses" is coming by 1-to-1 relationship. So, what can be the alternative:

Just operate depend on the cloned issue.
- You can add some flag (any specific custom field value that is not using in Jira tickets) to the cloned issue in order to understand this is the one you created at first place. You may add the key of the JSM ticket to this flag since a Jira issue of a JSM ticket can be linked to another JSM ticket.
- If someone link another Jira ticket, it will be there just for reference, won't be operated.

However, if you insist on your approach, instead of steps #2, #3 and #4, you can search "Linked issues which status is not Done" with JQL. It will return the linked issues so you can operate depend on them.

All comments

Salih Tuç

It is hard and unnecessary to integrate one JSM ticket depend on two (or more) Jira tickets. What about both tickets are open, and on different statuses, what will you do?

Nature of the "integration on statuses" is coming by 1-to-1 relationship. So, what can be the alternative:

Just operate depend on the cloned issue.
- You can add some flag (any specific custom field value that is not using in Jira tickets) to the cloned issue in order to understand this is the one you created at first place. You may add the key of the JSM ticket to this flag since a Jira issue of a JSM ticket can be linked to another JSM ticket.
- If someone link another Jira ticket, it will be there just for reference, won't be operated.

Sirisha Karavadi

Thank you for the response! I will try out the alternative and also try just using JQL for linked issues:)

Mathieu Lepoutre _Exalate_

Hello @Sirisha Karavadi

I work for Exalate.

Your automation setup is already quite detailed! For checking the number of resolved linked issues, you can use Jira Automation smart values and conditional logic. Unfortunately, there's no direct smart value like {{issue.issuelinks.statuscategory('Done').size}}. Instead, you’d need to use a combination of branching and conditions to iterate over linked issues and count their statuses.

If the complexity grows or you find the automation challenging to maintain, you might want to explore tools like Exalate. It provides bi-directional synchronization between Jira and JSM, including statuses, comments, and custom rules, which could simplify your use case.

Hope this helps, and good luck!

Thank you.

Kind regards,
Mathieu Lepoutre

OpsHub - Enterprise class Integration and Migratio

Hi @Sirisha Karavadi

As you already built an automation script to integrate JSM tickets with Jira that supports cloning of ticket and supports comments between JSM and linked Jira Issues. For synchronizing the status of linked Jira ticket to JSM as mentioned in #1 and #2, you can extend the script to fetch the list of linked Issue IDs and search it with JQL in a single query such as “Key In ISSUE-1, ISSUE-2” and iterate status of the items to prepare aggregated status as per the logic get a count from it of linked items. For #3, you can define a specific logic based on the outcome of #2.

If you are open an Integration tool and ready to shift to a full fledge integration having rich functionalities that can support all the mentioned use cases, you can explore OpsHub, an Atlassian Solutions Partner. OpsHub offers integration between JSM and Jira (Data Server and Cloud both) and has capabilities to synchronize data along with status transition, attachments, comments and link relationships. Advanced scripting is also possible with our tool to achieve some specific scenarios too.

OpsHub supports all type of System and Custom Issue types in both Jira and JSM systems.

Feel free to get in touch.

Hope this helps!

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