How can I add an Issue link into a Jira SD create screen (for the creator to fill out?)

[Graham.Wilson]

We get Jira SD tickets which may be connected to larger pieces of work.  How can we add a "linked issues" field into the create screens so that the raiser can add this themselves?  Obviously there is a "linked issues" field, but that's hidden and must have a preset value. 

NB I realise we can go into the ticket afterwards and link it to others, but before coming to the service desk, requests go out to a subset of approvers, and these approvers want to just click on a link so they can get a bit more background.

[Jack Brickey · Accepted solution]

Is the creator a Customer? Is the link intended to be to the application view or customer portal view? How will the creator acquire the link url? All that aside, you could add a URL custom field and expose to the create screen. 

[Graham.Wilson]

Hi. Thanks for responding. I realize I could just add the URL, but that's a less elegant solution (looks untidier on the ticket, and albeit slightly more inconvenient than just being able to choose a ticket from a picker).

The creator would be a customer (in most cases). Our Approvers have said they'd like to be able to view linked Jira tickets, which would be provided by the creator at point of creation. For example, a larger piece of work already in progress might require a Jira SD element; in these cases, the Approvers would like a convenient way of seeing that "bigger picture."

So I guess my question is... after a ticket has been created, the agents can link it to others; can this be done at creation stage using an "issue picker" ? 

[Jack Brickey]

no this can't be done. I still don't understand where the Customer would get the link from. Linked issues in Jira are links that require application access which the customers don't have.

[Graham.Wilson]

The Customer would be users of Jira Core, and they would have access to jira issues to work on (so they would be customers of Jira SD, but agents (if that's the right terminology) of Jira Core - they can raise, amend etc Jira COre tickets.  It's THESE tickets I want them to be able to link to in the request.

[Jack Brickey]

if they are creating from within the application they can add the link if they are creating from the portal (or email) they cannot. I was originally thinking you were asking for the latter but now it appears to be the former. If the intent is to create an issue from the application (Core), I think you can add "Linked Issues" to the create screen. Note I have not attempted this.

[Graham.Wilson]

Hi. They would be creating the Jira SD tickets from the Jira SD portal. So the answer is no, which is a shame (unfortunately they can't create a new SD ticket from the Jira Core app - that would have been the ideal way forwards). Don't know if there are ways to script this...?

[Jack Brickey]

correct

[Susan Hauth _Jira Queen_]

Hi Graham,

We did manage to put a workaround for linked issues on the portal screen.  We use a short text field (called linked issues) and remind them to put it in the format KEY-999. 

Then on create, using the app "Jira Workflow Toolbox" in the post function we use "Create Issue link" and specify the Issues at destination end:

Works perfectly.

We also use the App "Extension for JIra service desk" that allows you to display linked issues on the portal view as well.

Hope that helps

Susan