dealing with linked issues in Jira Service Desk

[Lance Li]

Current we have some request from the management for linked issues:

when one  ticket status changes, other linked ticket will also change the status?

When we add comment to a linked issue , do the other tickets also get the same comment ?

When we add a customer facing update, do the other tickets also generate ones?

If we close one as resolved, the other will close down as well with the same resolution comment?

Can we have one head /parent ticket which we work with the relevant updates cascade to all the child tickets attached?

We have tested with different and found that seems the original Jira Service Desk function can't achieve any of tasks above, may I know if anyone have any idea?

Thanks.

[Jack Brickey]

You will need to leverage Automation to achieve these behaviors. I use Automation for Jira but there are certainly others and you may already have one, e.g. Scriptrunner, Power Scripts, etc

[Lance Li]

We don't have any plugins as Scriptrunner, and built-in Automation rules not able to achieve what we need

[Jack Brickey]

:(

you would need to add one to fulfill your requirements 

[Lance Li]

So if no plugins, I can't achieve those goals I mentioned in my questions?

[Jack Brickey]

with the built in automation you can have the JSD status auto-transition based upon the other ticket but not the commenting.

[Lance Li]

but when use the built in automation to auto transition, I encountered an issue with SLA clock, the linked ticket can be completed but the resolution still unresolved, so SLA clock still ticking 

[Jack Brickey]

That is a different issue. You need to be sure to set the resolution when an issue is resolved. You should always do this as Jira has a number of behaviors that rely on this. Resolution can be set manually by a screen when issue is transition to any Done category status or via a post function in the workflow transitions.

[Lance Li]

Yes, but I can't find a way to set the resolution when the linked issue transitioned to resolved, as the team still needs the transition screen and on that screen the resolution is mandatory. Any idea that I can make only linked issues have the resolution set to done automatically?

[Jack Brickey]

Sure.

1. create a unique transition called maybe “link-done” or whatever.
2. Edit the transition to add post function to set the resolution to Done.
3. optional - Set a condition that restricts the use of the transition.
4. use this transition in your automation.