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Create subtasks out of incoming alerts and attach to existing previous ticket

Nicole Baumeler

Jira Service Desk is configured to receive PRTG Alerts which usually produces a lot of tickets for the same system when an issue occurs.

We would like to implement the following:

1. If a ticket exists (open) for system XYZ

2. New tickets for system XYZ should be converted into subtasks and attached to the existing open task.

How can this automation be implemented?

Thanks for your advice and tipps!

Accepted answers

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Thorsten Letschert _Decadis AG_

Hey @Nicole Baumeler ,

Sounds like an interesting use case. Before being able to suggest an actual solution, I have some additional questions upfront:

Are we talking about DC or Cloud?
Are your "PRTG Alerts" received via email channel?
How is the relationship towards "system XYZ" determined, e.g. the email address, a specific part within the summary, etc.?

Cheers,
Thorsten

Nicole Baumeler

Hi Thorsten

Thank you for your questions!

Datacenter (DC)
PRTG Alerts are received via E-Mail -- JETI = Jira Email This Issue
We can determine the relationship of "system XYZ" by email sender address and part of the issue summary

Cheers

Nicole

Nicole Baumeler

Any ideas?

Thorsten Letschert _Decadis AG_

Hey @Nicole Baumeler ,

Thanks for your responses.

Does it necessarily have to be your proposed "first ticket acts as a parent, following tickets should be subtasks" approach, or is issue linking also an option?

I was playing around a bit with your scenario, but unfortunately, I have not succeeded (yet?). While I currently don't have an actual idea based on built-in automation, I might be successful using an additional workflow app - at least, I'm pretty confident that this would be doable with ours. Changing the issue type is a 'move' operation, which can be tricky.

However, trying to deal with the tools present, I've pinged someone from META-INF - the team behind JETI - since they might know more about whether or not this can be implemented directly in their app.

Nicole Baumeler

Hi @Thorsten Letschert _Decadis AG_

Thank you too for your effort so far! It's somehow calming to hear that finding a solution is not so easy for professionals too.

Well, usually the first monitoring message is a failure/error, so yes, it makes definitively sense to use the first incoming message as the parent

Thorsten Letschert _Decadis AG_

Hey @Nicole Baumeler ,

Admittedly, I don't have a solution with out-of-the-box functionalities. However, I would happily show you a solution if an additional app is an option.

Nicole Baumeler

Hi @Thorsten Letschert _Decadis AG_

Can you provide me some information about the solution with an additional app?

Best regards

Nicole

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