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Jira & JSM Automation : Updating Projects

Y. Oezl

Hello, dear community,

I have two projects in my hand. One is JSM and the other is Jira SW and I want them to work in synchronisation.

The system works like this:

Customer creates a JSM ticket. If this ticket is brought to a certain status by the Agent, the ticket is cloned to Jira SW. There is no problem in this regard.

but I want to create the opposite case. First of all, if the Jira SW project reaches a certain status, I want to automatically forward an information comment to the customer.

I couldn't find how to do this with automation, unfortunately.

Another thing I need is, if the ticket in Jira SW is closed, a comment will be sent to the customer and the ticket in JSM will also be closed.

I would be very happy if you could help me with these matters.

Thank you and best regards
Yigit

Accepted answers

Septa Cahyadiputra_zgeimr

Hi @Y_ Oezl ,

I tried to use Atlassian Intelligence to translate your requirement. I found that Comment automation should be sufficient as can be seen in the screenshot below:

Screenshot 2025-01-20 at 22.51.28.png

May I know if your roadblock to comment for the customer is not the same as my point of view so we could assist you better on this. Do note that you need to ensure that the ticket is linked properly so you could use it in your "IF" requirement as can be seen below:

Screenshot 2025-01-20 at 22.56.27.png

The same logic should be possible for your other requirement to close the ticket automatically.

Hope it helps.

regards,
Septa Cahyadiputra

All comments

Marc -Devoteam-

Hi @Y_ Oezl

Whenever you ask for help with an Automation Rule it will help us to help you if you provide:

1. what type of project is this (e.g., company-managed, team-managed, etc.),

2. images that show your complete rule.

3. images showing the details of any relevant actions/conditions/branches.

4. images showing the Audit Log details for the rule execution.

5. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.

Septa Cahyadiputra_zgeimr

Hi @Y_ Oezl ,

The same logic should be possible for your other requirement to close the ticket automatically.

Hope it helps.

regards,
Septa Cahyadiputra

Nikola Perisic

Hi @Septa Cahyadiputra

Keep in mind that this is for synchronization between JSM and Jira projects.

Y. Oezl

Hi Nikola,

Thanks for your suggestion. I will try

Y. Oezl

Hello Marc,

Thanks for your Respons.

we always use company managed project. Because all of the projects are related to the use of different departments together.

I can't post a photo, because there is no photo I can post. I am asking this question in a very comprehensive way because I am already stuck at the beginning.

I don't think it matters what the name is for a status change.

We can think of it like this: If the status changes from To-Do to In Progress in the Jira software Project, the ticket in the JSM Project will also send an automatic reply to the customer, ‘we are working on your request, etc.’

We have already cloned the ticket from JSM to Jira SW, so I also mentioned that we will send a reply to the cloned JSM ticket.

Y. Oezl

Hello Everyone,

especially I created Manually trigger but it works like that :

Thanks for your help.

the rest I think I can develop myself.

Best Regards
Yigit.

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