Is Possible Create only one Ticket between Issues generated and resolve?

Question

Dear Team,

We using the JIRA but in which when issue is created it generates the TT and when it got resolved at that time it also generate TT and there is not correlation between these two TT(s). Please suggest the solution for

Is it possible to generate only one TT for single fault and at the time of restoration it closed automatically.

OR

Is it possible to append the some correlation between these two TT which can easily identify the issue for management analysis.

Vishal Gandhi_cxxlsk · Answer

Hi,

Can you share the process to create the new project in which requirement is:

* While Cell Sites when down it generate unique Ticket No. said "x"
* When same site will be restore at that time notification should come on "x" ticket or restoration time and date updated in "x" ticket.
* Also that tickets can be allocated to different stakeholders for further resolution.

Info@:  Network Monitoring System sending mail on when any cell site get down or restore.

Please help!

Petter Gonçalves · Answer

Hello Vishal,

The creation and closure process you mentioned is the default behavior of JIRA, so it should be working just like this if you create a new Service Desk.

If you would like to check why your current Service Desk is working different from what is expected, I recommend you to contact our support team to further investigate it since JIRA has several features that can be used to achieve it.

Also, JIRA has several templates to start a Service Desk project with all the mentioned features (Workflow, Transition, Notification, Updates configurations). I recommend you to use one of the templates that are similar to your business case and then perform the specific configurations that you need.

Vishal Gandhi_cxxlsk · Answer

Hi,

We are using the Service Desk to maintain to downtime of Cell Sites.

Yes it could be possible that somebody has configured in that way. Can you please help to give steps to create the tickets as per below requirement.

* When Cell sites went down JIRA create the Tickets and "X" Ticket Number
* When same Cell Site will be restored at that time action be on Ticket Number "X" only instead to create Ticket Number "Y".
* Afterwards Service Desk will be close/resolve the Ticket.

In addition, can you please share to create the project (Service Desk) includes with Workflow, Transition, Notification, Updates configurations.

Thanks a lot for your support.