Build queue for any tickets w linked issues are marked as DONE

[Blake]

I want to setup a queue for my support project. Since I am the one that receives client support tickets, it is up to me to try to resolve. If I cannot, I create a dev ticket which goes into another project. I do this because often clients do not formulate well detailed tickets; therefore I must write a proper ticket for devs to understand. I then link this ticket to the original support ticket via linked issue.

Problem

If the linked ticket gets marked as DONE, great. But, I have no idea if/when this happens. So the client ticket is sitting IN PROGRESS, while its linked ticket is DONE. 

My Need

I need to be alerted, or a rule, or a queue for myself for when these linked issues are DONE, so I can go in and test and see if issue is truly fixed, and if so I can decide to officially close my client ticket.

I would make a queue called "For Review" so I can filter by these support tickets and accomplish the above.

My thought for the flow is simple: If any tickets with linked issues have a status of DONE for the linked issue, then show in queue.

How can I make this queue?

[Anusha A]

Hi @Blake

Appreciate your question on community. 

As per my understanding of the issue, you would like to be alerted when a JSW (Jira software)ticket linked to a JSM (Jira service management) ticket is closed. To give some context on the same line, Queues contain JQL and with JQL we can only go so far with linkedIssues() and Issue link. We cannot use Queue unfortunately because there is no way to find issues if any issue with linked issues has a status of DONE for the linked issue.

Recommendation: Automation rule.

1. Trigger: Issue transitioned
   1. From status: leave blank
   2. To status: Done
2. Condition: Issue fields condition
   1. Field: Project
   2. Condition: equals
   3. Value: JSW project
3. Branch: Branch rule / related issues
   1. Type of related issues: Linked issues
4. Condition: JQL condition
   1. projectType = service_desk
5. Action: Send email
   1. Subject: {{triggerIssue.key}} is closed now
   2. Content: Please take action on its linked issue: {{triggerIssue.issuelinks.inwardIssue}}

Hope that clarifies a bit further. 

Regards,

Anusha A

[Blake]

Hopefully this gets me there?

[Blake]

Ok I dont think it will work, because you are saying we cannot even check status outside of this project. Also, for the very first step "when" it only allows for statuses in the JS project not JOB, and JOB is what I need. 

This seems to be a need that is not possible. Interesting..

[Anusha A]

Hi @blake

To ensure we can assist you effectively with this case, I have created a support ticket on your behalf. You should have received an email notification confirming this.

Regards,

Anusha A

[Blake]

i have, and granted approved access for you and your team. I have not received any info nor update here; please let me know if my original ask is possible or an alternative possible. 

[Max - Swift Checklist Dev]

Hi @Blake

I managed to resolve it in the following way:

1. Move all tickets that are blocked by development tickets into BLOCKED status

2. Add Automation that runs on schedule (let's say every 10 minutes), it selects all BLOCKED tickets and checks statuses of linked issue, if all linked issues are done, then transition the issue into IN PROGRESS

Rule

[Blake]

thanks for your response. 

I am unable to build out from "IF linked issues match". it does not exist in my if: add a condition options. 

[Max - Swift Checklist Dev]

It should be in IF: Add a condition -> Related issues condition -> Related issues: Linked issues.

[Blake]

Got it!

Hmm, it looks like it isnt working. I think its becuase its limited to searching only within this project. I thought that may be an issue. It should have found JS-1077 as the 1 ticket with a linked issue DONE, therefore shoudl have switched status to final review.

the errors below were due to no quotation marks around my "in progress" status JQL query.

[Max - Swift Checklist Dev]

Yep, automations really limited to the project where they are created...

Updated rule a little bit:

Creating a variable doneIssues with to calculate done issues. You can change the status name if needed. 

 {{#=}}0{{#issue.issuelinks.inwardIssue}}{{#if(equals(status.name,"Done"))}}+1{{/}}{{/}}{{/}}

And then just comparing number of done issues with total amount of linked issues.

 

[Blake]

ah it looks like it still has some issues. i tried to find a correlation between these tickets mentioned; but there seems to be none. half dont even have a linked issue...

any thoughts? thank you so much for your help thus far.

[Blake]

not sure if this workflow helps understand the reason for the error?

[Max - Swift Checklist Dev]

@Blake , 

This error may occur if there is no valid transition from the current issue status to the new issue status.

For example:

If your workflow is TO DO → IN PROGRESS → DONE, and in an automation, you attempt to move a ticket directly from TO DO to DONE, it will not work. The ticket must first be in the IN PROGRESS status before it can be moved to DONE.

[Aaron Pavez _ServiceRocket_]

Hi @Blake 

You can create a new queue:

https://support.atlassian.com/jira-service-management-cloud/docs/create-a-new-queue/

In the Filter by you need to set for example:

status = Done 

If you want to add more, you could add resolution = done too if needed. Or another JQL condition.

For the alert, you can create an automation to check if a ticket is parked in done for too long.

But it's better to use another field for that or manually run the automation.

Or a JQL like:

project = projectname AND NOT status CHANGED AFTER -5d

then use that in a scheduled rule.

Hope that helps!

Regards

[Blake]

@Aaron Pavez _ServiceRocket_ please re-read my need. I am not looking for the status of the support ticket. thank you