Can i set a 2 way automation from Jira Software to Jira Service management so that updates from Jira

[Robert Plunkett]

Hi all,

i have an automation that currently runs that pushes an issue  from JSM to Jira and creates a link between both.

What i am looking to understand is can i create an automation that will take the workflow transition done on Jira and reflect this back on the orignal issue on JSM?

[Dan W · Accepted solution]

One thing to watch out for, is if your JSM ticket has multiple stories in Jira in multiple projects.  You don't want to close it prematurely.  We run an automation on a schedule that checks if all linked issues are closed before we transition the issue to done.  We also have a dedicated status in JSM that issues that have been sent to development for completion are in.  This keeps the scheduled automation from having to check every JSM ticket that is linked.  I believe there is a limit of 1000 issues per automation run.  

[James Spicher · Accepted solution]

We have similar scenario which was recently shared with me by a departing co-worker. I'm considering the link type solution. 

We store the original JSM key in a field in the JSP project's issue. Apparently, there was some concern that the link type could be problematic. However, this solution results in more complex automation to sync the workflow transitions. I'm tempted to create a specific link type for this purpose and trust users won't misuse it.

[Matthias Gaiser _K15t_ · Accepted solution]

Hi @Robert Plunkett

welcome to the Atlassian Community.

Yes, you can create an automation in the Jira project:

• When: Issue transitioned to Done
• For: Linked Issues (probably you want to restrict the link type)
• Then: Transition the issue to the status you'd like it to have

What do you think about that?

Cheers,
Matthias.

[Robert Plunkett]

So ive set it up like this and gotten this error

But strangley has done the job

[Rilwan Ahmed · Accepted solution]

Hi @Robert Plunkett ,

Welcome to the community !!

This can be setup using global automation rule as this is related to 2 projects. Steps for configuration

1. Go to Admin settings --> System --> Global Automation (Direct url: https://<baseURL>.atlassian.net/jira/settings/automation )
2. Click 'Create Rule' and select 
   • When: Issue Transitioned 
   • IF --> JQL Condition. Give the source project condition. Example: project  = Jira
   • Add Component --> For EACH: Add a Branch --> Branch Rule / related issues
   • Type of related issues = Linked Issues
   • Select required Link types or leave it blank for all link types
   • IF --> JQL Condition. Give the destination project condition. Example: project  = JSM
   • Then --> Transition Issue. Select the destination project required status. 

This is how the rule will look.

[Lewis Cook · Accepted solution]

Hi Robert,

 Some initial feedback that it sounds like an interesting use case, we have similar here although we have differing workflow statuses between our development teams in Jira software. I'm assuming licensing may be a root cause for what you are doing but it does seem like potentially giving your software users agent rights (or perhaps collaborators) and letting them action the JSM tickets could simplify things? You could include them on your Kanban/sprint board via amending the filter, assuming you had a bespoke status (in JSM) for the software team related tickets.

To your original question though!

This should be achievable relatively easily using an automation rule across multiple projects using the "issue transitioned" trigger with some conditions to focus it down to the issue types you are interested in keeping in sync. A few tips/recommendations:

• I've implemented a bespoke link type for our related support/ related development tickets
  • This would aid in ensuring you only move the correct linked tickets
  • E.G. If you just go for any linked ticket you could end up moving related support tickets etc
• I'd recommend ensuring that you have the automation rule setup bi-directionally (unless you have supreme confidence that tickets will only be actioned in one project)
• I've not looked specifically but would assume you may need to go a smart values route in order to identify the status your trigger issue has transitioned to so that you can make the action on the linked ticket move it to the same status
  • This could avoid you needing to setup a suite of automation rules based on all the potential transitions in your workflow

Thanks

Lewis

[Madhuri Latha]

Hi  Robert,

Yes , we can achieve this by roll up status automation ,but the issue type should be same for both JIRA and JSM

Thanks,

Madhuri