Is there a way to link service tickets to a master ticket that will flow through updates?

[James Halliday]

Hello

If we had a scenario where we have a system wide problem with our software and customers are raising service tickets that are all regarding the same problem.

If we created a master ticket regarding the software issue, is there a way to link the customer tickets to this master ticket and when the master ticket was updated (for example if we added a comment/status updates) that would then fire through the same action to the customer tickets linked to the master.

Is there a way to do this?

Thanks

[David Friedrich]

This can be solved via automations. There are lots of ways to define how master ticket and it's linked issues should relate to each other.

One way to do it:

1) Create a separate issue (ie Incident). Set an identifier to make it a "master" issue (label or custom field). You could do this via a simple manual triggered automation as well.

2) Either during creation or later link the issues to the new "master" incident. Maybe it is even a good idea to create a separate link type just for master tickets (Is master of / master). If not, use either "block" or "relates to" link type.

3) Have one automation for synching the comments (internal and reply to customer) from the master to the linked issues. Example:

 

4) Define a rule or rules to transition linked issues to the master. Now this should be pretty straight forward depending on your number of different issue types and relating workflows.

[Van Dijk]

We wanna have same option in order to continue using jira service desk. This feature is on many other service desk tools already.