Automating Updating task status across boards

Is it possible to automate the updating of a service desk ticket via a project ticket. So if I have a Service desk ticket linked to a Project task, can the service desk ticket "status" be updated when the project ticket is set to "done"

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This can be done with a global rule I suppose. Use the branch action find the nesessary issue and alter it.

If all your issue are linked i think you can do this kind of automation (just replace "add comment to issue")

i think this should work

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Here are a couple more things you might want to think about:

you may need one rule per workflow transition to keep the two issues fully synced - if the workflows for the two issues are different, that may add a bit more complexity
if your workflows have conditions or validators on the transitions, that may block some transitions and cause the rules to fail

Like • Amir Katz (Outseer) likes this

I would do this with a Global automation. Note that you need to be a Jira admin.

The trigger would be the transition of the project ticket to status=Done. And then I would use the Branch rule / related issues. If the project ticket and the service desk tickets are linked with a specific link type, then I would use the For linked issues as Arnaud Courtoisier shows in the example. Another way is to use the JQL option and enter the query that would return the service desk: e.g. project=<service desk project> and <field>=<some field>

In the example below I use the fields Project and the field summary, but you can update that to be anything that will return your service desk ticket. Screenshot 2022-02-01 072937.png

If you're using the JMWE add-on (highly recommended), you can add a post-function in the 'Done' transition of the source issue.

You use the JMWE Transition Issue(s) post-function, select which linked issue to operate on and which transition to trigger.

Like • Mike Rathwell likes this

That is the approach I tend to take @Amir Katz (Outseer) I also use JMWE to keep comments in both places consistent and have a subset of the statuses in the linked JSW project keep the JSM ticket to a customer meaningful set of statuses in sync with the production ticket.

I was going to suggest using the POST function of the REST API -- not sure about JMWE as I've never used it.

JMWE is a Swiss Army Knife tool that I refuse to try to administer an environment without. Saves all the mucking about with APIs that will change and you have to maintain connections to.

Like • Amir Katz (Outseer) likes this

Thank you guys for the suggestions so far. I have another step to the scenario : What if I have a Service Desk ticket with (2) Two Project Ticket Linked. How do we keep the Service Desk ticket status open/in progress until both Project tickets are set to "done".

So far we are able to accomplish a one to one solution, but now we need a solution to the above scenario

You just have to make a longer jql check with AND. If you dont want to make it very complex, you can still enable a cron job for checking linked issue statuses.

I have not tried the solution that I have suggested (the JMWE post-function), but the post function is able to transition multiple issues, so you should try that.

And please report back in this thread (assuming you do have JMWE).

@sergei_lavrov doesn't a cron job require an API token and REST-API code? Sounds a bit overkill to me.

Also, the downside of using external systems (meaning outside of Jira) is that there's no trace in the project settings (automations, workflows, etc.) that there is an external mechanism (be it cron, Jenkins, GitLab runner, AWS Lambda or whatever), that modified project data. So this knowledge will get lost when people change jobs.

Then you reach a point when something happens in a Jira project and no one knows why and you need to dig into logs and traces to find out what caused it.