Link two issues from different projects

Question

Hi Team,

Hope you are doing well!
I'm new using Jira Automations and I need help with the following.

I have project A where we receive accesses requests, project B where we have the new employee tickets, we need to link the tickets from project A with project B.

I had the idea that the thing in common is the reporter email from project A and the company email field on the project B ticket. Or the reporter name from project A with the first name and last name from project B.

Would you be able to guide me a little bit on this?
Thank you in advanced!

mirey · Answer

Hi Lisa, thank you for your quick reply! 
My project A would be the daily queue that the teams review for access requests, project B would be a copy of the onboarding ticket that HR manages.

What I need to do is to associate / link, each ticket that comes to project A with the ticket on project B that matches the name of the person that is requesting any kind of access, is it possible to do so?

Lisa Forstberg_o85gu4 · Answer

Hi @mirey ,

Welcome to the community!

Its normal that IT operations work in a separate project than for example People Operations /HR.  I have set up Jira service management for the onboarding and access request purpose many a times :-)

I can see a few obstacles with trying to "match up" tickets in project B and project A after the fact that they are created. What if there are more than one ticket on either side?

I would suggest a different approach to reach the goal of having multiple teams effort linked together. Upon creation of an new employee tickets in project B you can instead via automation create an access request tickets in Project A and copy over any fields from the onboarding ticket. Via this automation you can link them together.  This way users (managers?) don't have to create a ticket on each of the projects to serve the onboarding purpose. Try to catch everything you need in ONE form and let automations create subtasks and linked tickets for you instead.

I see you are on premium as well. With premium you'll get Assets feature in which you can create yourself a database of the employees (with a lot of useful attributes like manager, department, role, devices and accesses etc) that is often very is  handy to automate a lot of the people processes.

all the best

Lisa