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creating multiple issues in the linked issues

rTrack Support

Hi all ,

I have a requirement which is something different .

we are having the products .

when the customer raise the tickets , the tickets can be resolve by the delivery team or product team or technology teams or also by server maintenance team .

we have already implemented a concept for this in the single issue itself .

we are trying to do something like this .

i tried to creating some demo queues like this .

queue one : delivery queue

queue two : product queue

queue three : technology queue

queue 4 :server maintenance queue .

i am using the field pending with : having the values like team1.team2,team3,team4

when i change the value to team1 and filling the some other custom fields also .while doing the transfer ,new issue will created in the queue two .

in this queue workflow also having the transfer option with the same as that .

when i try to transfer the call from the triggered issue then the issue needs to create in the other queue that is quue 3 .

And the main thing is need to link the first queue issue in all tickets .because it is the base tickets for all the newly generated tickets .

i am using the JIRA workflow toolbox to create the issue on other project using the create issue and subtask conditions .

@Fidel Castro Armario please help me on this .

suggest your answer .

each queue have different create issue screen .

same permission schemes and issue security schemes but different workflow too .

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Accepted answers

Fidel Castro

You should use "Create issues and subtasks" post-function in the transition for transferring the issue. The are 2 different configurations:

Transition for transferring issue from "Delivery" team (i.e., queue A) to other teams.
Transition for transferring issue from the rest of the teams (i.e., queues different from A) to any other team.

The difference between these 2 configurations is only in the parameter for creating the issue links, the rest of the parameters are the same.

Configuration for transferring from Queue A

Captura de pantalla 2017-01-23 a las 11.28.37.png

Configuration for transferring rest of queues

Captura de pantalla 2017-01-23 a las 11.27.18.png

In both configurations parameter "Project" uses the following string list expression that returns the project key of the queue where we want the new issue to be created depending on the value of field "Pending with":

getMatchingValue(%{aaaaa}, ["Delivery", "Tech A", "Tech B", "Tech C", "Product", "Server"], ["QA", "QB", "QB", "QB", "QC", "QD"])

replacing aaaaa with the field code for "Pending with".

I'm assuming that field "Pending with" is a Select List with the following options: Delivery, Tech A, Tech B, Tech C, Product and Server.

I'm also assuming that the project keys for each queue are: QA (for Delivery), QB (for Tech A, Tech B and Tech C), QC (for Product) and QD (for Server).

In the second configuration parameter project key uses the following issue list expression:

filterByProject(linkedIssues("is caused by"), "QA")

I'm assuming that each issue is linked to issue in "QA" using issue link type "is caused by".

I also recommend you to add "A field is/isn't initialized or has/hasn't been modified" validation to "Transfer issue" transitions to check that field "Pending with" has changed in transition screen so that issue is not transferred to the same team it currently is in.

With this configuration issues could be transferred back to QA from the rest of queues, and this would create a new issue at QA. Is this correct? If you don't want that to happen, you can add "Boolean validator with math, date-time or text-string terms" to "Transfer issue" transitions with the following boolean expression:

%{aaaaa} != "Delivery"

replacing aaaaa with the field code for "Pending with".

All comments

Fidel Castro

Hi,

I have difficulties to understand your requirements. Your scenario seems to be quite complex, and in order to be able to help you I need a very detailed and consistent description of the whole scenario. I will ask you some questions, but please, try not take for granted any detail. My questions are:

Do you have a different project per queue?
Do all the queues share the same issue type?
I'm not sure what you mean by "transfer". Is "Transfer" a transition in each of the 4 queues/workflows?
In case "Transfer" is a transition, Which is the destination status? Does the issue remain closed/resolved in the queue/workflow the issue is transferred from? The XML export of the workflow, or a screenshot of the workflow would be very helpful to understand it.
Is "Pending with" a Select List or Radio Button custom field to select the queue you want to transfer the issue to?
Can an issue be transferred again to a queue where the issue was in the past? In affirmative case, what should happen: A second issue is created?

rTrack Support

For a customer, delivery team will assign the issue and check those issues ,

if that issue belongs to some other team like technology or server team or product team . they will create a new ticket in their own queue .

But we have planned to merge it as single queue .

i assume customer queue is QUEUE A

TECHNOLOGY QUEUE IS QUEUE B

SERVER TEAM QUEUE IS QUEUE C

PRODUCT TEAM QUEUE IS QUEUE D

Now customer created the ticket in QUEUE A .

Ticket id is :QA-1

i ANALYSED THIS AS TECHNOLOGY ISSUE .

So i need to transfer the issue to "Queue B". For that i am using the condition Pending with (Single level Combo). It have the values as

Tech-A ,

Tech-B,

Tech-c,

Product ,

Server .

When i choose Tech-A and do the transition then the new issue will get created in Queue B.as

QB-1

Somebody is assigning this ticket in the Queue B .Then they are analyzing the issue it belongs to Product issue .So they also changing the Pending with Custom field as Product and do the transition in QB -1.

Then the issue needs to created in the QUEUE D and it will be as QD-1 .

In this QD-1 issue should have the main issue link which is the base for all this ticket QA-1 .

In the QA -1 I need the issues which are all creating from the various team which are related to tat ticket and need to have all the issue links in the main issue .

Another Scenario :

we are having three teams inside the technology also .

Tech-A

team analysed the issue not belongs to their teams then They will transfer the ticket to Tech - b

So again one new issue will get triggered in the same queue with other Team Tech - b

QB -2 .

This QB-2 needs to be linked to the issue QA-1

Could you able to understand the requirement of us .

Do u need any other details ??

rTrack Support

When the issue is transferred from Queue A then the status of the issue is in INPROGRESS only .

If the issue is transferred from any other queue from other teams like Queue B ,Queue C,Queue D ,Then the status will set as transferred .

Fidel Castro

What happens if an issue is transferred back to a queue where there is already an issue in "Transferred" status? A new issue is created?

Fidel Castro

You should use "Create issues and subtasks" post-function in the transition for transferring the issue. The are 2 different configurations:

Transition for transferring issue from "Delivery" team (i.e., queue A) to other teams.
Transition for transferring issue from the rest of the teams (i.e., queues different from A) to any other team.

The difference between these 2 configurations is only in the parameter for creating the issue links, the rest of the parameters are the same.

Configuration for transferring from Queue A

Captura de pantalla 2017-01-23 a las 11.28.37.png

Configuration for transferring rest of queues

Captura de pantalla 2017-01-23 a las 11.27.18.png

getMatchingValue(%{aaaaa}, ["Delivery", "Tech A", "Tech B", "Tech C", "Product", "Server"], ["QA", "QB", "QB", "QB", "QC", "QD"])

replacing aaaaa with the field code for "Pending with".

I'm assuming that field "Pending with" is a Select List with the following options: Delivery, Tech A, Tech B, Tech C, Product and Server.

I'm also assuming that the project keys for each queue are: QA (for Delivery), QB (for Tech A, Tech B and Tech C), QC (for Product) and QD (for Server).

In the second configuration parameter project key uses the following issue list expression:

filterByProject(linkedIssues("is caused by"), "QA")

I'm assuming that each issue is linked to issue in "QA" using issue link type "is caused by".

%{aaaaa} != "Delivery"

replacing aaaaa with the field code for "Pending with".

rTrack Support

Hi @Fidel Castro Armario ,

Queue a is the customer queue . it will change for each customer .

will this work out filterByProject(linkedIssues("is caused by"), "QA")

for my requirement .

I need to have all the issues transferred against a single ticket in the various queue .

ex : qa-1

qb-1 it will links qa-1

when i trigger the issue from the issue qb-1 to qc-1 then the issue qc-1 will have the link of qa -1

but not with qb - 1 .

Fidel Castro

2 questions:

Is transferring issue back to customer queue from other queues allowed?
In affirmative case, should a new issue in customer queue be created?

rTrack Support

1 .From other queues to delivery or customer queue is not allowed .

2. new issue need only to link on the customer queue but not creating the issue in customer queue .

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