How do I transition a linked issue in Service Desk?

Question

While configuring the  "transition linked issue", I receive an error on the THEN statement. Current set-up is:

When: A linked issue is transitioned

IF: Link type matches: is caused by Linked issue matches: project = OC AND status = "Needs Info. from Client"

THEN: Alert user: xxxx Transition issue: Request info.

After reviewing the logs, everything works fine until Transition Issue: Request info. This is where the error is coming from. I'm not sure if my logic is wrong, but once the linked issue is closed in Jira Software, it also needs to close the original issue in Jira Service Desk as well. Thank you in advance.

jarrod Hassell · Answer

Thank you for responding so fast. I set the issue types = to all the issue types that are available and was able to successful get some of the rules to initiate with success. Both workflows are the same across the software and the SD project, so I don't think that was the issue. What I have noticed is that the rules are only successful if the two issues matches the same statuses. So looking at the workflow below, the rule would be a success transitioning to IN PROGRESS, if the SD ticket and the Software ticket where both in the ASSIGNED status. The issue arises when the SD ticket is in a IN PROGRESS status and a newly linked Software ticket is in the OPEN status. The new Software ticket being in an OPEN status is fine because agents will "ASSIGNED" the ticket and developers will place it IN PROGRESS. But once the linked ticket makes it to the IN PROGRESS status it does not then start placing SD tickets into the remaining status as the Software ticket is transitioned.

ASweeten · Answer

Hi Jarrod,

I'm able to reproduce an ERROR in the THEN stage by configuring the Service Desk issue to transition to a status that is not available in the workflow of the underlying issue type.  For example, in my Service Desk project (ITP3), I have an issue, ITP3-5 that is of the Issue Type 'Incident':

You can see that it is linked to the Software issue FOOP-15.  If you click on the 'View Workflow' link under the status, you'll see the workflow that this issue type uses.

If I set my Automation rule to transition to any other Status besides one of the ones listed above, I'll get an ERROR in the Automation log.  In the below example, I set the THEN to transition my issue into the 'Investigate' status which is clearly not a valid status in the above workflow:

Does this match what you see?  If this is the case, we need to qualify our IF clause a little more carefully to make sure that our Service Desk requests are only ever transitioned into a status that the underlying issue type sees as valid.  I recommend setting an 'Issue matches' clause and specifying an issuetype.  Because there can be only one transition action, you will need to duplicate your Automation rule and set a different issuetype and transition-to-status value for each issue type.  Below, I set my 'issuetype = Incident' and set the transition value to 'Pending' as this is a valid status for the Incident issue type.