auto close linked tickets between service and software project

[Chris]

I was asked to create a portal for an existing software project (let's refer to this as B), so the only thing to do was to create a service project (let's refer to this as A) with a portal that guides users through the desired line of questioning. I've crafted an automation which will create a ticket in B whenever a ticket is created in A. This works well, and it additionally copies the name of the reporter to the B ticket, instead of showing the automation account name. Splendid! What I've got now is a large repository of tickets in A that should have been resolved when the B ticket was resolved. 

I've been researching the way to achieve this, and through documentation and forums I've crafted this:

 

What I'm stuck with at the moment is that this simply isn't working. I've tried using the automation on A but not B, B but not A, and on both and no matter what, transitioning the issue in B to one of the specified statuses does not close the issue in A. From what I can tell, this automation configuration has worked for others, and clearly I'm missing something escapes me at the moment. Does anyone have any tips or advice?

The audit log shows this:

Crossed out are the keys of the two projects and the issue name. 

I have verified that issues in B that are Done, Wontfix, or Won't do still have the linked ticket from A...and in A that ticket still has the status TO DO. 

I can also see that on ticket A, the correct status for the linked issue in B is showing.

I've also toyed with the idea of just doing this with a legacy automation on A...this has also proved fruitless. From what I can tell, this automation configuration has worked for others, and clearly I'm missing something escapes me at the moment. Does anyone have any tips or advice?

[Yanty Ghani [ServiceRocket]]

Hi @Chris ,

Can you provide a screenshot of the linked issues in project B (software project)? We want to make sure that the linked type is "relates to". Based on the audit log, it cannot find any linked issues in project B where the linked type is "relates to".

[Chris]

Hi @Yanty Ghani [ServiceRocket] ...here you go. We do have "relates to" enabled in our issue linking setup, although it's not clear how to define that in the automation in A that creates the link in B. 

[Yanty Ghani [ServiceRocket]]

The link type that you should use is "connected". Can you edit your automation and select "connected" from the list of "Link types":

[Chris]

Ah..OK I had it set to "is connected to".

I've made that change now, but it still isn't closing the original issue. Tested with a new ticket in A...Still says "No related issues could be found."

[Yanty Ghani [ServiceRocket]]

Can you go to the automation "Rule details" and make sure that you add both projects in the project scope?

[Chris]

Both projects are now added to the rule details...I was definitely missing that, even though the creation A -> B was working.

Tested again with new ticket in A, and resolving B still doesn't close A.

[Yanty Ghani [ServiceRocket]]

Ok, let's say project A is service project and project B is software project. The automation that has "For linked issues" should run in project B. To be safe, put both "connected" and "is connected to" under "Link type". Then transition issue in project B to "Done". Check audit log to see if there's any issues under "Branch rule/related issues".