If we get a support ticket from a customer and then create a separate ticket for development, how can we set up JSM to automatically update the support ticket with status details about the development ticket so that the customer can be in the loop with the development progress when viewing their open tickets?
Hello @Austin Tristan
As an alternative, if you don't want to be restricted by Automation limitations and don't mind using a paid add-on, I'm the Product Manager of Elements Copy & Sync, which is used precisely for use cases like yours.
Our add-on has been designed to help users escalate tickets from JSM to another project and keep the tickets synchronised if needed (you can select with fields you want to keep identical, or attachments and comments).
In particular, once you use it to duplicate JSM tickets in Jira Software, it displays the duplicated issues to all JSM users / customers if needed.
This way, JSM users can see if their ticket has been escalated, and what is the status of the duplicated to check on the resolution progress. We have more details in our documentation.
Don't hesitate if you have any question.
If your development ticket is linked to support ticket you can use automation rule to synchronize statuses.
You can use new Jira Automation (if development issue is in different projects than support ticket than you need to configure Global Rule which in Free and Standard plan is limited to 500 runs per month per product) - something similar to/based on following:
or Legacy Rule (not sure if available on new Jira instances) - something similar to/based on following:
You can also use many addons which enhance automation capability like scriptrunner and many others.
I am assuming that your support ticket and development ticket are associated (i.e. via issue link setup etc..). If so, then you can use "Automation for Jira" setup in JSM project to create (public - shared with customer) comment in your support ticket when your development ticket are updated.
Since you are using the FREE plan, there may be limitation on the usage of "Automation for Jira" component (i.e # of rules that you can create etc..)
Remember that customer can only access his/her issue via the portal and public comments to their issues are visible via the porta UI.
Hope this helps.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
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