Using Epics in Jira Service Management? Children not visible on Incident view screen

April_Delay March 6, 2024

Goal:

  • Solve issue where child stories are not visible on the Incident View screen
  • Rename Incident issue type, Incident Link, Incident Colour, and Incident Name to "Epic" (nice to have)

 

My company is stuck using JSM (data center) for software development. It appears as though the Incident issue type behaves like an Epic. 

SAME BEHAVIOR:

  • Can use "Incident Link" to establish a parent/child relationship between Story and Incident
  • Can view parent Incident on the Story from "Incident Link" field
  • Can see the hierarchy of Incident to child in Plan View
  • Can see all of the children belonging to the Incident when using a JQL issuekey in childissueof ("ABC-123")

MISSING BEHAVIOR:

  • From Incident view screen, cannot see linked children.
    • To be clear, this box is missing entirely
    • Consequently, cannot create children using the "+" button that exists in an Epic

Is this functionality by design? A bug? A setting?

As to re-naming everything that says Incident to Epic, thus far we can only figure out how  to change the issue type name, but not all of the fields. 

 

Help =)

 

2 answers

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April_Delay April 3, 2024

@Pablo Vergara thank you for the response =).

It turned out to be a User Group error, causing none of the Jira settings were available to Data Center users.

1 vote
Pablo Vergara March 6, 2024

Hi @April_Delay 

Welcome to the Atlassian Community forums.

Suppose my understanding of the challenge is correct. In that case, you can remediate the behavior using a Jira feature called Advanced Roadmaps to establish the proper relationship between parent and child issue types before making the appropriate issue fields visible.

- View on the "Incident" side:

1.png

- View on the "child" (story) side:

2.png

Basic instructions to achieve this are below:

  • Add the incident (or equivalent issue type) to the Advanced Roadmaps for Jira configuration. Specifically, it should be added at the Epic level in the "Hierarchy configuration" section.
  • (optional) - If not done already, you can define/map a request type to the incident-related issue type (Project settings -> Request types). 
  • Make the "Parent Link" field visible on the story view/edit screen.

I hope this helps you in some way!

- Pablo Vergara / ServiceRocket SSE

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