Change Jira Service Desk Linked Issue, when Status of Development changed

[Nico]

Hi,

we have Jira Service desk and Jira Development. 

Lets assume a user creates a Bug Ticket, we then create an issue in Jira Development and link it to the customer Ticket.

When the dev team changes the status from "todo" into "in progress" the customer ticket should also be change to be "in progress". Here is my GLOBAL rule rule but it wont work. Any idea?

[Jehan Bhathena · Accepted solution]

Hello @Nico ,

You might want to check the audit log to see if the transition fails due to some reason, perhaps the "Log Action" may help:

Few steps I might use to debug the automation rule:

* List all Linked issues of the Current Issue via Smart Values, to verify if the linked issue we want to transition is actually being read in our

* Check if the workflow of the linked issue actually can be transition to the "In progress" status

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I would also suggest you to add a condition to transition the linked issue only if the linked issue is a Customer's issues (Perhaps add a condition on request type)

[Nico]

The error makes no sense to me

[Nico]

transistion should work from "Evaluation" to "In Progress" is poosible in Service Desk.

I

[Jehan Bhathena]

Hi @Nico ,

please can you add the error translated in English?

[Nico]

Sorry,sure

The target status could not be resolved. If you use a smart value, make sure that it is resolved to a numeric status ID or an untranslated name for operations (with the current status):
SD-11651 (Evaluation - 10724)

[Jehan Bhathena]

Thanks for the translation.

As per the error, the transition wasn't allowed due to invalid status.

Does the transition have any screen association? Or any condition or Validation that might stop jira from moving the ticket ahead?

[Nico]

Good question 🙃 I am not so familiar  with it. How can I check?

[Jehan Bhathena]

Open the project settings of SD-11651, navigate to Workflows. Select the workflow you want to check, and use the Pencil icon to edit the workflow.

Once the workflow opens in Edit mode, check the transition(arrow icon) the goes to the status IN PROGRESS. Each transition has a few properties here you can check for the stuff I mentioned in my previous comment.

Reference : https://support.atlassian.com/jira-cloud-administration/docs/edit-an-issue-workflow/

[Nico]

Hi thank you! No condition was added or stuff like that. hmm

Do you have any other idea

[Jehan Bhathena]

Hmm, well that is a bit strange. Cannot help in complete debugging the issue but would suggest check these : 

* Can you manually transition the issue to the destination status?

* In the first screenshot I see 2 statuses with the same name? Perhaps you can change the name for one of the statuses for better identification and then retry setting up the automation with the updated names? (and re-run)

* Try referencing these to see if they help in solving the automation setup: https://community.atlassian.com/t5/Jira-Service-Management/Destination-status-could-not-be-resolved-If-using-a-smart-value/qaq-p/1527767 https://community.atlassian.com/t5/Jira-questions/Destination-status-could-not-be-resolved-with-Smart-Value-in/qaq-p/1624219

Hope these help :-)

[Nico]

Hi thank you!!!! 

Indeed there where two "in progress" status one fron Jira Dev and one from SD. I choosed the wrong one :) Thanks for the hint!

[Nico]