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Linked ticket status

Hello,

For the majority of support tickets I receive, I need to create additional development tickets (hd/sw) which I link back to the support ticket and can easily display those links in the queue.

However, I would like to add a new column in the queue that would show the status of those linked tickets.  

The support ticket workflow has 4 states - Open, Waiting For Support, Waiting For Customer, Resolved.  States of our HD/SW tickets provide a greater definition - In Dev, In Testing, etc... which I want to display.  

Is there a way to display that information?

Thank you

1 answer

0 votes
Thomas Deiler Community Leader May 09, 2021

Dear @Petr Piro ,

by design of JSM no issues of Jira Software projects can be displayed within the queues. And there is no functionally to show from a query the status of linked issues. Per issue, the status of linked issues are visible, but not when you are in a queue or list. You have to open each ticket to see the linked issues.

If I understood you right, you would like to know, when the HW/SW issues are done, so you can proceed with the ticket, right?

What you need is some extended automation. The built-in has no "Linked status change" rule. Eventually there are apps on the https://marketplace.atlassian.com that can provide this. If you do not want to spend money or you cannot find any, you could script your own automation over the REST Api of Jira:

You could introduce a new status for your tickets: "Waiting for Dev.". You push the ticket to this status when you linked HW / SW issues to it. Now your script, that is called all 15 min, does following:

  • search for tickets in status "Waiting for Dev".
  • for each issue in that list look for linked issues.
  • when all linked issues have a "resolution", transition ticket to "Waiting for Support".

It would be also possible to just return the status information of linked issues per ticket and send it like a report to yourself or auto-generate a static html overview page.

But you need to do some coding for that. I would estimate 2-4 hours for a developer with Python or PHP skills and XP with JIRAs REST APIs.

So long

Thomas

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