Linked issues- show data both tickets

[Ronald]

I have the following use case:

ISSUE 

1) Customer creates a new (first line) ticket 

2) Servicedesk created a new (second line) ticket  and link both tickets 

Second line needs to solve ticket by changing software.

REQUIREMENT 

I want to have or create a dashboard or good Jira filter so I can have all useful.info together 

(Like status first and second line, assigned etc etc

Can some one help me if this is possible and if so what to do?

Thanks in advance 

[Trudy Claspill]

Hello @Ronald 

Welcome to the Atlassian community.

What you want is not possible without a third party app.

Are you willing to consider a third party app?

Are you using Jira Data Center or Jira Cloud?

[Ronald]

THIRD PARTY APP

Please provide me the third party apps so I can investigate further

CLOUD OR DATA CENTER 

At the momen we are using cloud but planning is to move to Data Center (date is unfortunately unclear).

So please provide me both possibilities 

[Trudy Claspill]

There are apps that extend the functionality of Jira filtering to enable you to:

1. Create a filter to get the first line tickets.
2. Use that filter to get all the second line tickets linked to the first line tickets.

Those apps won't give you functionality to arrange the output. You could use the native Filter Results gadget to show a list of the issues in a Jira Dashboard.

One such app for creating the filters is from Adaptavist. For Jira Data Center you could use their ScriptRunner app. For Jira Cloud the have the same app, but you could use their less expensive Enhanced Search app also.

The following search from the Atlassian Marketplace lists those apps plus others that also extend JQL functionality.

https://marketplace.atlassian.com/search?query=jira%20jql

[Ronald]

The gadget Filter Results I already have and use..

I also am able to filter first line tickets and link it to second line tickets 

Problem is that I cant combine relevant info of these Jira tickets inone output (for example in a dashboard)

So issue aint filtering but showing info in the output 

---

[Trudy Claspill]

The Filter Results gadget can display a list of issues based on a single filter or project.

Are you getting the first and second line tickets as the results of a single filter? 

If not, then the first problem to solve is getting both sets of issues as the output of a single filter.

If you have solved that problem, then please provide more details about the trouble you're having displaying the results in the gadget. Providing a screen image and annotating it to point out the problems will help us understand.

[Ronald]

For example

i created a dashboard S&R priorities ....

In the dashboard i added gadget ' Filter result' where you must add a filter. In that filter I was able to fetch the data you see in first screenprint, so that leads to KEY (link to first line ticket, see red number 1) and LINKS ( link to second line ticket, see red number 2) 

So i can fetch first line ticket info and only LINK to second line ticket

In this dashboard however I also want to see more info available in the second line LINK PDE- tiicket

for example the value of field 'Planned version' and 'Requested version'  shown in second screen shot 

Will this info give more explanation of my needs?

[Trudy Claspill]

The Links column is displaying just the keys for all issues linked the issue identified in the Key field.

What is the filter you are using for this gadget?

I believe that the filter you are using is actually only retrieving the issues that are listed in the Key column. For each issue the keys for linked issue can be obtained from the Linked Issues field. No other data about those linked issues will be available.

If you want details of both the first line ticket and the linked second line tickets you will need to use a different filter that leverages a third party app the extends the JQL capabilities, such as the app I named in my previous response.

The results of such a filter would include all the first line tickets and the linked second line tickets. The details of each of those issues would display in a separate row in the Filter Results output.

Here is an example of such results. The details shown in the rows are for the issue named in the Key column. Notice that issues listed in the Links column are listed in rows of their own.