Need to update Service Desk Project Impact field when Linked Software Project Impact field changes Edited

I need to keep the impact and urgency field values the same between linked tickets in my Service Desk Project and the Software Projects.  Changes can happen on either project.  

I want an automated process to keep the Service Desk tickets current since the SLAs are impacted by a change in value.

I'm using Code Barrel for this automation but also use JIRA supplied Service Desk automation

1 answer

0 vote
Andreas Knecht Community Champion Jan 23, 2018

Hi Pattie,

It depends a bit on what type of fields they are (I'm guessing they are a select list), but yes you should be able to setup a global rule something like this:

  • Trigger: Field value changed with impact field selected
  • Related issue action: with linked issue selected
    • Edit issue: Add the 'impact' field an select 'Copy from trigger issue'

You'd need to create another rule for the urgency field.  This rule would be a global rule that you create in global admin 'Automation rules' so it can deal with issues from two different projects.

Cheers,
 Andreas

Thank you - I don't know what I was doing wrong. I created a new rule with these step by step instructions and it was successful.  Thank you for your help.

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