Assign request type to sub-task

[Marina Leme]

My project on Jira is structured based on parent and child tickets and we recently found out that in order to have the automations working smoothly (i.e. update child tickets' fields whenever the parent is updated), they had to have a subtask relationship. So we created the subtasks, however, I'm not finding a way to associate request types to these subtasks.

I searched on the Atlassian community/support and found this ticket that's been sitting since 2018 about this issue: Currently in Jira Service Management it is not possible to assign any request type to sub-task therefore sub-task is not visible for customer and customer can't receive any notification when sub-task is updated.

Does anyone know if this was fixed or if there's any work around?

[Dirk Ronsmans · Accepted solution]

Hi @Marina Leme ,

Sub-tasks are designed to be used to split up the work for the person handling the ticket and thus not to be made available/visible towards the end user/customer.

If you need to have a way to do Parent > Child you might want to look at linked issues instead. Linked issues are regular issues but with a specific relationship towards another issue so those can have a Request Type.

A true Parent<>Child relation as we know it within other ITSM tools doesn't really exist within JSM so your best bet is to use Linked Issues.

[Marina Leme]

Got it! We already use linked issues - I thought that this would work best since we use an automation to update child issues according to parent ticket data but this does not have since they don't have an actual child <> parent relation.

But understood and thank you for answering :)

[Marc Isikoff]

We also use linked issues however in Jira Service Management we have a Team ID (custom field). We have 2 workflows A and B.

A is a master record for the team so if the team enters workflow/request type B it seems there is no way to link that to an existing A record for the team as custom field values are disallowed in JQL. 

We have also tried automating the Team ID becomes a label to take advantage of standard JQL "labels in ("... ") but I don't think Jira is setup to allow searching for the existence of an issue with a JQL query...if there is a way, please let me know?

Also we are on the cloud, but not Jira Cloud so we have Jira Server (in the cloud)...I really dislike that Atlassian has made Jira Cloud more functional than Server as this short term thinking is likely to get clients to move to a competitor rather than redo their entire cloud strategy.