JIRA Service Desk (JSD) Automation Tool - On JSD issue create, auto create linked ticket

[David Smith]

*** JIRA Cloud being used here ***

When using the JIRA Service Desk (JSD) Automation Tool, I am setting up a rule so that on JSD issue create, a new and matching ticket is auto created in a separate JIRA Software project.

When the new ticket is created in the JIRA Software project using this rule, I am also expecting the existing JSD ticket to be linked with the new JIRA Software ticket. By "linked", I mean the two tickets are bound together just like when I manually (as an administrator), edit the JSD ticket and "Create linked issue" - https://www.screencast.com/t/9YtPqsq1

For some reason, when using the automation tool, it is correctly creating the new matching ticket in the JIRA Software project, but no hard link is being established. The only way I can seem to link the two tickets properly is if I manually do it myself after both tickets have already been created.

Automation rule here - https://www.screencast.com/t/p5kJTwCQi

I have also made sure the permission scheme is the same one used across both projects (JSD and JIRA Software), and this permission scheme is matching the one automatically created when a new JSD project is created.

Am I doing something wrong? Or is this a constraint of the JSD Automation tool?

[Jack Brickey · Accepted solution]

I just tested and it works for me. Below screenshots might help...

[David Smith]

Hi Jack,

Thanks for the quick response and clear description, much appreciated.

It's strange, you seem to be doing exactly the same thing as me (except using labels to identify the issue as opposed to request types). Are you aware of any other dependencies there might be on auto creating a linked ticket?

For example, earlier today this same automation rule wasn't working because in my permission scheme for the Software Project I hadn't granted "Link issue" permissions to the Service Desk Team or Customer. This of course prevented me from linking tickets between JSD and JIRA Software manually too. Once I updated the permissions, I was able to manually create a linked ticket from JSD, and my automation rule would auto create a ticket in JIRA Software on JSD issue create as expected. However, this leaves me back to where I am now with everything working fine except from the hard link between the two tickets being established automatically.

Thanks,
David

[Jack Brickey]

is the automation being executed under your user id? if not be sure that the userid being used has permissions. The labels vs. your condition doesn't matter. if you want you can remove the condition altogether and test but expect that is not it. 

[David Smith]

Hi Jack,

You won't believe it, it was the screen scheme. None of my screens contained the field "Linked issue" so it seems that was causing the link to fail to be created automatically, although strangely it was still letting me manually create linked issues despite using the same screen scheme.

It would be good if JIRA could more intelligently debug itself and identify where potential errors are appearing that are causing one or more of the expected outcomes of a given function to fail.

Thanks again for your help and quick responses. 

Thanks,
David