Can a problem record be created and linked to an incident after the incident transitions to "Closed"

I work in a Service Desk setting and have seperate workflows for Incidents, Problems, Changes, etc..

I would like to be able to transition from an Incident that has been "closed" to an "open" Problem record where further work is required.

Is this possible?

1 answer

Hi Marlon;

You can reopen the record and change request type adding an automation in project setting when customer adding a comment related record. (select "re-open on customer comment" when you click add rule)

If part: : add status(resolved and closed) and request type(incident) using advanced part in issue matches

Then part:  add "reopen issue" in transition issue and add action  "edit request type" and select request type(problem)

Image 2.jpg

PS. this steps will not able to be opened as new record. it is just reopened issue with changed request type

I am not sure if there must be reopens transtion in your workflow or not.

If it is not work, you can add your workflow a reopen transition

 Br,

Suggest an answer

Log in or Sign up to answer
Community showcase
Posted Oct 16, 2018 in Jira

Looking for anyone who made the switch to Data Center

The Jira Marketing team is putting together an ebook on migrating to Data Center. We're looking for pro tips on how you staffed your project team and organized your Proof of Concept. Share yo...

73 views 0 3
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you