Hide linked issue in the queue

[Tugrul Salli]

We have 3 identical incidents for which we currently have no solution. We have then created a problem and linked these 3 incidents. So far so good. But one thing bothers us, and that is that the incidents are still in the queue. Is it possible to set it so that incidents that have been linked to a problem do not appear in the queue?

[Paul Krueger · Accepted solution]

I think I'd,

1. Set up a custom short text field for your incident request type that keeps track of the status of the linked problem.
2. Create an automation rule triggered when the problem changes status. For linked issues, if they are incidents, update the custom field with the new status.
3. Modify your incident queue to exclude issues with values in the custom field as needed (so, if the problem status is "pending", the custom field value will also be "pending", therefore you can exclude issues where the custom field value is "pending."

There may be some additional nuance in the rule needed to meet your needs, but I think this would work relatively well. If you wanted, you could also use the rule to comment on the linked issues as the problem record changes status to keep people up to date (either a public comment for everyone or an internal comment to update the assignee). 

[Dave Mathijs · Accepted solution]

Hi @Tugrul Salli welcome to the Atlassian Community!

Great to see that you linked the 3 incidents to a problem for root cause investigation.

If there is no workaround for these incidents, do you have a specific status in the workflow to indicate this? Something like Pending? 

[Tugrul Salli]

Hi @Dave Mathijs, thanks for the quick reply.
Yes we have the status pending in our workflow.

[Dave Mathijs]

In my opinion, incidents without a workaround which are pending root cause analysis (handled in the problem ticket) should be transitioned to that status so the support team knows it doesn't need to work actively on those issues.

[Tugrul Salli]

Is it not possible to hide the incidents after they have been linked? Let's assume that there are a lot of such incidents because the customers are busy and open tickets :P . We then link all the tickets to a problem ticket and change the status to pending. then i would want the incidents to be out of the overview because otherwise the queue is overloaded.

[Paul Krueger]

Do you want to hide all incidents with the status of pending? That would be easy, but I'd be surprised if that's what you want. It sounds like you want to hide pending incidents linked to a problem, but even then, when the problem is resolved, does that automatically close the incident or do you need to pay attention to it again?

[Tugrul Salli]

Not all incidents, only those that have been linked to a problem should be hidden  and when the problem is solved, all incidents should be closed.

[Paul Krueger]

Are you open to adding a status to your workflow? You could use automation to move incidents with a linked problem from "Pending" to a new status ("Pending Problem Resolution" or something like that) which you could exclude from your queue. 

[Tugrul Salli]

Yeah, sure, we can try it that way and i will add a status. Thanks for the suggestion (also for the first one). Could you give me a tip on how to exclude certain content?

[Paul Krueger]

All you need to do is edit the queue to exclude issues in the new status.

[Joseph Chung Yin · Accepted solution]

@Tugrul Salli -

As recommended by both @Paul Krueger and @Dave Mathijs , moving those issues in question to a different WF status and then modify/customize your queue configuration are something that we are doing in our instance.  We have another queue setup to track those issues, so those issues are not being lost in the fix by the JSM agents.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Tugrul Salli]

Many thanks to all. I will implement the proposed solution.