How to automate status updates in Jira Service Manager when linking a Ticket with a card in Jira Sof

[Santri Web Programas]

I need help setting up an integration between Jira Service Manager and Jira Software. I would like to know how I can automate status updates in Jira Service Manager according to the workflow when I link a Ticket in Jira Service Manager with a card in Jira Software and move this card from one column to another. Is there any way to set up this automation to keep ticket status in sync automatically?

[Mohamed Benziane · Accepted solution]

You can do it with automation, use transition issue trigger then use a branch for each issue link to the trigger issue update the status

[Santri Web Programas]

I tried to do it this way, but it doesn't change the Status. Do you have any tutorials you can give me?

[Mohamed Benziane]

Can you show us the rule you've created  please ?

[Bill Sheboy]

Hi @Santri Web Programas -- Welcome to the Atlassian Community!

Adding to Mohamed's answer...

When you post images of your rule, please also post an image of the audit log details showing the rule execution.  Those will provide context to help the community offer suggestions.  Thanks!

Kind regards,
Bill

[Santri Web Programas]

Displays the following error! I do in global administration!

[Bill Sheboy]

Thank you for that information.

That error describes for your global rule's transition issue action, the destination status is not available for that issue type.

Please check that you have selected a valid status for that issue type and workflow.

[Santri Web Programas]

I redid the whole process and still got the same error! What could be happening? Can you help me with a step by step please?

[Bill Sheboy]

The way your rule is written (based on an app translation of your rule):

• it is triggering on an issue transitioning from "To Do" to "In Development"
• and then trying to transition that same issue to "Running"

I suspect that is not what you wanted.  Can you please confirm?

Instead you seem to want to transition a different issue.  To do that, you will need to branch to that other issue before the transition action.  If they are linked you could branch on that.  Otherwise you could use a branch on JQL.

[Santri Web Programas]

From "TO DO" ​​to "UNDER DEVELOPMENT" is the action I will do within Jira Software.

After doing this action, I need to change the Status of my linked ticket within Jira Service.

[Bill Sheboy]

Thanks for confirming that.  Then your rule is missing a branch to that linked issue in JSM, before the transition action.

[Santri Web Programas]

Pode me dar um Exemplo?

[Bill Sheboy]

I have already described the steps a couple of times in my posts.  The rule change would be (in italics):

• trigger
• branch: on linked issue of your needed type
  • action: transition the issue

[Santri Web Programas]

Obrigado!