Automation: Trigger: Issue transitioned; Audit Log: No related issues could be found

[Ole Treptow]

Dear All,

I'm stuck with an automation rule. The Business Case is as followed:

1st Level Support (Project 1st Level Support) opens a ticket, then escalates (status = escalation) it.

The ticket is duplicated for 2nd Level Support (Project 2nd Level Support) and linked with the original ticket.

2nd Level Support resolves (status = resolved) the ticket.

The automation rule is triggered by issue transition (status changes from in progress to resolved in 2nd Level Support Project) and performs the transition from escalated to resolved in 1st Level Support Project. 

The tiket should meet the criteria:

Problem:

The last step "performs the transition from escalated to resolved in 1st Level Support Project" doesn't work because "No related issues could be found" (Audit Log).

Rule:

The rule is implemented in the 2nd Level Support Project because the trigger is in the 2nd Level Project. The Action is performed in the 1st Level Project.

Approaches to solve the problem:

1. Fetch current values of ticket before performing action.

2. I tried to make the field "Linked Issues" visible.

3. I tried to verify the linked issue by gather the information via https://<yourinstance>/rest/api/2/issue/NO-38?expand=names

4. I tried to link the ticket in different ways.

a. for approach 1: 

"issuelinks":[{"id":"19299","self":"https://<yourinstance>/rest/api/2/issueLink/19299","type":{"id":"10111","name":"Copies","inward":"is copied by","outward":"created a copy of","self":"https://<yourinstance>/rest/api/2/issueLinkType/10111"},"inwardIssue":{"id":"50322","key":"SO-31","self":"https://<yourinstance>/rest/api/2/issue/50322"

b. for approach 2: 

"type":{"id":"10109","name":"Defect","inward":"created by","outward":"created","self":"https://<yourinstance>/rest/api/2/issueLinkType/10109"},"inwardIssue":{"id":"50322","key":"SO-31","self":"https://<yourinstance>/rest/api/2/issue/50322",

Error Messages:

The Audit Log is very convinced that there is no ticket linked.

FAQs:

- JIRA Service Management Cloud

- Administrator for JIRA Servie Management

Call to Action:

I would appreciate your input, solutions, different appproaches. The main goal is the automation between the two Support Levels. How to get there is open for discussion. The only constraint is the two projects for various reasons and the solution cannot be in one project with multiple teams.

Thank you in advance for your support!

[John Funk · Accepted solution]

Hi Ole - Welcome to the Atlassian Communiity!

Do you have both projects listed in the Rule details for the rule? 

[Ole Treptow]

Hi John,

the scope was just set for the 2nd Level Support Project. I changed it for 1st and 2nd Level Support Project.

Aaaaand... it did the trick!

Thank you so much!!!

[John Funk]

Great! Glad you got it working.