Incident Management - Linked Software updates to closed Service Desk tickets

Harold Vickers

Hello -

I'm trying to close incidents in a timely manner. Service Desk tickets are often created and linked to Jira Software development issues. I want to be able to close the incident after providing a workaround and remain aware of progress made on the Software ticket.

If I create a linked Jira Software issue while in Service Desk and I subsequently close the Service Desk issue, will the Service Desk issue still record updates to the Software issue?

Thanks!

Stephen Sifers

Hello Harold,

If you linked a JSD Issue to a Jira Software issue and closed the JSD Issue you should be able to still receive edits if you have configured Jira to allow for edits/updates of closed issues. If you have not made this change then your closed JSD issue will not be edited/updated.

To find out how to edit closed issues please check out this KB: https://confluence.atlassian.com/jirakb/how-do-i-edit-closed-issues-779160787.html

Closed issues can be edited if a JIRA administrator makes the following changes:

1. Browse to the Workflow being used by the issue
2. Click Edit
3. In Diagram Mode, click on the "Closed" status and click on the Properties which appears in the popup window on the right
4. Delete the jira.issue.editable Property Key to allow issues in this status to be edited

 We advise against editing the Default workflow. You should create a copy of the workflow instead and then assign it to the relevant projects and/or workflow schemes.

 This will allow anyone with Edit Issue Permissions the ability to Edit Closed Issues in your Project(s)

Alternatively, you can leave the linked JSD issue in an open or pending status while the Jira software issue is worked to completion. This may not align with your goal of closing out issues in a timely manner, but it will reduce additional customization.

-Stephen Sifers