Approvals in Service desk - Actual work in Jira


I have a service desk portal where all requests come in, it gets triaged and goes to approval and it gets approved, now this approved request should go to JIRA under a specific project and to a specific tissue type, for this i will use clone option. (manual way)

Next, as the main request is carried over to jira, now from that ticket users will create subtasks, when all necessary subtasks are created and worked on then, cloned parent ticket will be closed and now, as soon as parent ticket gets closed in jira, this action should also close the ticket in Service desk.

Is there an automatic way to close the ticket in service desk, when the cloned ticket is closed in JIRA?

Is there an automation to create a ticket in jira once a ticket in service desk is approved? Instead of manually cloning it?

Is there a way to make JIRA ticket associated to service desk ticket and make them talk to each other? like carrying statuses from jira ticket to service desk ticket?


1 answer

1 accepted

0 votes
Accepted answer
Susan Hauth Community Champion Nov 07, 2017


In Service Desk Automation there is a trigger for "When a linked issue transitions".  So as long as you link your cloned issue from Service Desk to the JIRA project, when that linked issue closes you can set an automate rule for the cloned issue to close as well.

Hope that helps..


Thank you for sharing your knowledge. 

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