Help with JSW to JSM Automation

[Grace Dowling]

Trying to get the comment added onto the Helpdesk board, but at first it only went to the Jira Board, or not at all. What am I doing wrong?

[Manoj Gangwar · Accepted solution]

Hi @Grace Dowling I would suggest you use the IF Else Condition based on the Issue Type.

Condition IF> Issue Type = Support 

Action> Then Transition to Resolved 

Action> AND Add the Comment

       Else Condition> Issue Type = "New Feature"

       Then Transition to Closed

       AND Add the comment

[Grace Dowling]

Thanks do I need to add the project name / linked issues?

[Manoj Gangwar]

Now it looks good. Please test and let me know if it works as expected

[Grace Dowling]

Unfortunately, no. Now it doesn't transition the status or add any comment.

[Manoj Gangwar]

Could you please elaborate on your requirements? do you want to transition the linked issues and add comments on those when the parent issue moved to Dne status?

[Grace Dowling]

Yes, so this is the rule we had before, which would automatically transition tickets to done on JSM, when the corresponding ticket was marked done on JSW and a comment was added. The problem is that not all tickets have the same type of "done" status, as support tickets closing status is resolved and not done. So as a result, the below existing rule doesn't work, because it does not account for JSM having resolved tickets, only done. In essence, yes, the goal is to account for the various types of requests on JSM and transition it to its closing status, while adding a comment. 

[Manoj Gangwar]

Thanks for explaining. Please add the linked Issue Branch and Project condition in both the IF Else conditions.

[Grace Dowling]

Here is what I did, I tested and it didn't work, so I think I am misusing the if/else statements.

[Manoj Gangwar]

Please add the Project condition after the linked Issues Branch then test. Please configure the same as per my attached screenshots and then test

[Grace Dowling]

Got it and it works! Thank you so much!!!

[Grace Dowling]

The above doesn't work, so I added for linked issues all link types and project equals helpdesk, but still nothing.