How to setup Automation for transitioning statuses between Issues between Projects?

[Alvin Ng Hong Xian]

Scenario:
Project A (Service Desk)
Project B (Dev Team)
Project A will raise an issue which requires Project B to do checking and provide resolution.

First phase:
When Project A raise issue (PA-01), if issue type is a "Service Request", Automation will automatically create another new issue under Project B (PB-01).
-- This part of automation is simply, I have set it up and it's working.

Problem phase:
When Agent A in Project A starts working on (PA-01) issue, agent set PA-01 issue status from Open to In Progress.
When this happens, I want that PB-01 issue to automatically change status to match PA-01 as well.

Vise Versa

If Agent B in Project B starts working on PB-01, agent set PB-01 issue status from Open to In Progress, I want that PA-01 will change to In Progress as well automatically. 

I could not get the 2 scenario to work.
Any idea how this can be done?

[Marc - Devoteam]

Hi @Alvin Ng Hong Xian 

Welcome to the community.

Why don't you look at the option to have developers contributing to JSM issues instead of creating duplicate issues?

See documentation on collaborators, what-users-and-roles-are-there-in-jira-service-management 

They don't need an agent license.

[Alvin Ng Hong Xian]

its a decision from management to separate out into Service Desk and Dev Team, if a change request was raised in Service Desk, if needed SD will raise a manual ticket to Dev Team.

They are trying to automate this process which yes can be done, but the transitioning of status between the 2 linked issue will need to be able to update each other when needed as per the above scenario.

[John Funk]

Hi Alvin - Welcome to the Atlassian Community!

Can you share the rule that you have so far so we help you better? 

[Alvin Ng Hong Xian]

This is what im testing with at the moment.

[John Funk]

I would change the Transition Issue action from "Copy from trigger issue" to be a set value based on options for your Project B workflow. But if the same workflow is shared between the two projects for the issue types, this should work. 

So, when you say it is not working, what is not working about it? 

[Alvin Ng Hong Xian]

Currently this automation flow is setup in Project A, supposedly when issue in Project A transition from "Acknowledged" to "Requirement Study", the linked case which is in Project B will be automatically transitioned to "Requirement Study" as well.

But that does not happen.
The "Transition Issue" can it be set to transition issue of another project?

[John Funk]

Sure that can be set. Are either of the projects Team-managed? Also, can you share what happens in the audit log when you execute it? Does the rule actually execute and it says it is successful but didn't really do it? Or did it not meet a condition when it runs? Or did the rule not run at all? 

[Alvin Ng Hong Xian]

Rule executed but it says no actions performed, which i think it means that the edit transition function only works to change itself but not the linked issues.
Project A (Service Desk) is a Team Managed, Project B (Dev Team) is a Company Managed.

[John Funk]

Yes, the "error" message says there are no linked issues that exist for the trigger issue. Have you been able to successfully link an issue from a TMP to an issue in a CMP?