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Update Service Desk ticket when linked Jira issue is transitioned

Goal: When a Jira ticket in the DEV project is transitioned, I want the linked Jira Service Desk ticket to transition from Open > In Progress > Done as well. 

I have a legacy automation set up for this already that used to work before but it stopped working at some point. So instead of troubleshooting that, I thought maybe I'd take this opportunity to move the automation to the new UI/UX.

However, when creating a new rule, I don't see a way to set a trigger for "if a linked issue is transitioned". Anyone have any ideas on how to do this?

2 answers

3 votes
Alex Koxaras Community Leader Jun 10, 2022

Hi @Maliha Khan 

You don't have to search for "if a linked issue is transitioned". You could use something like the following image, although currently I don't have the time to test it:

transition linked.png

However the logic is simple:

  • Check when an issue transitions to a status
  • Check if that issue is of a certain issue type
  • Add a branch rule (you may choose all link types, or only those you want)
  • Add a condition that the above issue is located in the service desk project of your choice
  • Transition the issue to done as well
Steven Schouppe Community Leader Jun 10, 2022

Hi @Maliha Khan 

I confirm we use the same logic as explained by @Alex Koxaras .

Cheers,
Steven

2 votes
Darryl Lee Community Leader Jun 10, 2022

Hi Maliha --

I think you need to flip your logic.

The trigger would be on whether a ticket in ANY project is transitioned to In Progress or Done. You would then need to check if it is in the DEV project. If so then you can select a Branch of Linked Issues, and if the project for the linked issue is your JSD project, transition it to the very handy option of Destination status: Copy from trigger issue.

It'll look something like this:

Screen Shot 2022-06-10 at 12.55.11 AM.png

Let us know if you run into any issues.

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