Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal

Recognition

  • Give kudos
  • Received
  • Given

Leaderboard

  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

Is it possible edit an issue from a lookup response?

Hi people!

I want to try something but I couldn't do this, I don't know if it is possible:


1. Create "A" issue.

2. Few hours later is created "B" issue.

3. When create "B" issue is necessary lookup for the "A" issue (lookup function).

4. if "A" issue exists, is necessary to link "B" issue to "A".

 

I can do 1, 2, 3 steps but 4 step I don't understand how to do it.

Is it possible?

1 answer

HI @adelgadox - I believe you'd have to add some heavy issue parsing to understand which issues are truly related to each other.  From my experience users don't always provide the distinct specifics on a problem and the next person who submits on a similar problem may not provide the same wording etc for an automated 'match' to be made to automatically link the two issues.  Service agents are best to parse the submitted issues to make the true relationships between them.

However, if you have specific fields or component entries that are 'always related' then it's possible but you'd have to set up listeners or scripted post functions to find the known relations to set up the links.  I personally have never used a post function to automatically link one or more issues so I'm sorry I can't provide more on how to proceed.

The question I'm curious about is why is the linking important?  Customers will not be able to see other issues/linked issues unless those are shared with them and the linkage is not something they would see. 

If the agents are trying to group similar issues/problems in the case of a known bug or known service event then maybe having the agents use a specific label identified for such cases may be something to explore.  (labels can be mess tho - so tread carefully.  We use labels like "post-jsm-upgrade-issue" to group submitted issues that seem to be a result of a recent upgrade.  Not pretty - but it helps is find them quickly!

I've often worked with customers who request solutions: 'please we do X'.  However, once we discuss the 'why' or 'what problem are you trying to solve?' the requested solution is completely different from what the actual solution turns out to be.  

I hope the information I've provided helps you.  I'm not a developer so the specifics on how you could parse and script linkage is out of my subject matter area, but I do have loads of experience helping customer solve problems in created ways. 

Cheers - Tanya

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

170 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you