Is Possible Create only one Ticket between Issues generated and resolve?

[Vishal Gandhi]

Dear Team,

We using the JIRA but in which when issue is created it generates the TT and when it got resolved at that time it also generate TT and there is not correlation between these two TT(s). Please suggest the solution for 

Is it possible to generate only one TT for single fault and at the time of restoration it closed automatically. 

OR

Is it possible to append the some correlation between these two TT which can easily identify the issue for management analysis.

[Petter Gonçalves]

Hello Vishal,

Can please confirm what is a TT?

Per your description, it seems you have some kind of automation that is creating a ticket everytime you open and close another ticket. Is that correct?

[Vishal Gandhi]

Yes! Correct,

I am talking about the automation ticketing.

Please share the solution if you have.

[Petter Gonçalves]

Hello Vishal,

JIRA does not have the behavior you mentioned by default, so I believe someone has configured it using the Automation for JIRA Service desk (if you are using Service Desk) or any other kind of plugin.

Can you please give us more details with screenshots on how it was configured initially so I can provide the instructions on how you can fix it?

If you don't know how it was configured, I recommend you to contact our Support team so they can further investigate it for you.

[Vishal Gandhi]

Hi,

We are using the Service Desk to maintain to downtime of Cell Sites. 

Yes it could be possible that somebody has configured in that way. Can you please help to give steps to create the tickets as per below requirement. 

• When Cell sites went down JIRA create the Tickets and "X" Ticket Number
• When same Cell Site will be restored at that time action be on Ticket Number "X" only instead to create Ticket Number "Y".
• Afterwards Service Desk will be close/resolve the Ticket. 

In addition, can you please share to create the project (Service Desk) includes with Workflow, Transition, Notification, Updates configurations. 

Thanks a lot for your support. 

[Petter Gonçalves]

Hello Vishal,

The creation and closure process you mentioned is the default behavior of JIRA, so it should be working just like this if you create a new Service Desk.

If you would like to check why your current Service Desk is working different from what is expected, I recommend you to contact our support team to further investigate it since JIRA has several features that can be used to achieve it.

Also, JIRA has several templates to start a Service Desk project with all the mentioned features (Workflow, Transition, Notification, Updates configurations). I recommend you to use one of the templates that are similar to your business case and then perform the specific configurations that you need.

[Vishal Gandhi]

Hi,

Can you share the process to create the new project in which requirement is:

1. While Cell Sites when down it generate unique Ticket No. said "x"
2. When same site will be restore at that time notification should come on "x" ticket or restoration time and date updated in "x" ticket.
3. Also that tickets can be allocated to different stakeholders for further resolution. 

Info@:  Network Monitoring System sending mail on when any cell site get down or restore. 

Please help!