Update CSD Ticket Status on PDEV Status Change

Laraine Porrazzo

Hello,

I'm trying to setup automation rules. When we push a ticket from Customer Service Desk over to Needs DEV it automatically creates a PDEV ticket. I would like the PDEV status changes to automatically update the status of the CSD ticket for transparency of where the tickets are at in the development process.

Is there a way to setup automation for that?

Trudy P Claspill

Hello @Laraine Porrazzo 

Welcome to the Atlassian community.

Yes, that is possible, with Automation Rules. There are caveats.

First are the project Team Managed or Company Managed?

Do you create an issue link between the two issues?

In general you would need to make a multiple-project scoped rule, naming both of the projects.

You would use the Transitioned trigger.

You would add a condition to confirm the trigger issue is in the PDEV project.

You would use a method to find the associated CSD ticket. This depends on how you are recording the relationship between them.

You would execute the transition on the found ticket. You may have to use a Lookup Table to create a map of the statuses used in the PDEV project and how those correlate to the statuses available in the CSD project.

The actor of the rule will need to be somebody that has access to both projects and has Agent access in the CSD project. Automation for Jira will usually have the necessary access.