I am trying to automation of creating a new linked issue when the support ticket is confirmed

[ashokrajagopalan]

I am trying to automation of creating a new linked issue when the support ticket is confirmed. 

I have created a Automation in the  Support project to  create a new issue , the link between support ticket and JIRA ticket is not being established. pls help

[John Funk · Accepted solution]

Hi @ashokrajagopalan  - Can you provide some screenshots with what you have and any errors you are getting?

[ashokrajagopalan]

Hi John

I am not getting any error , new issue being created in the same Support project with the same support ticket id . I have attached the rule for your reference. 

My problem statement as below

Create a linked issue in main Project if the support ticket status is changed as Accepted and when the Linked issue status is changed by the team update the support ticket status so that client will get to the support ticket is being worked by Dev tea

[Aditya Sastry]

@ashokrajagopalan If I understood correctly, whenever support ticket is accepted, you want to create another linked issue. If so, the when condition isn't rght. 

The condition should be issue transitioned.

[Aditya Sastry]

[Aditya Sastry]

Tried something like this and it is working fine.

[ashokrajagopalan]

Hi Aditya 

Thanks for your input its working. Great

Ashok R

[Aditya Sastry]

Happy to know that it helped @ashokrajagopalan 

[ashokrajagopalan]

Hi Aditya

Thanks for your help , i am looking for extending the automation rule into next steps 

Now the linked issues is being created in JIRA  ( Main project) as next we will update the status of the main JIRA id like Dev In-progress and  QC Completed etc . Is it possible to update the support ticket by adding rule in main JIRA Project. I am trying it out.

Thanks in Advance..

[Aditya Sastry]

My suggestion is to use post function in the main project. What is the exact requirement?

[ashokrajagopalan]

Hi Aditya

We have 16 clients and we are maintaining the support project for each customers now the issue posting into main Project and status updates are  happening manually and its becoming very difficult to manage coz of increasing volume in the tickets so i am planning to automate the status updates for each support tickets automatically when the status being updated in the main project , so this will keep the client posted as well on time and current progress.

Hope i am clear..

Ashok R

[Aditya Sastry]

Yes you are clear.

Below are the solutions. Solution 1 will work as we have implemented similar thing but for your requirement solution 2 will be suitable.

Solution 1 - Create a workflow status from anywhere to itself. write a post-function to update the linked issue status based on the parent issue status. This status shouldn't be visible to end users so add a condition to only call the status programatically.

Mapping is -> field status to advanced(parser test). The below is similar to nested if else statement. You can modify this and use .

%{00016}= "In Progress" ? "Analysis" : (%{00016} = "Open" ? "Open" : (%{00016}= "In Review" ? "Ready for Test" : (%{00016} = "Resolved" ? "Done" : (%{00016} = "Reopened" ? "Open" : (%{00016} = "Closed" ? "Done" : "Done" )))))

Now in every status add a postfunction and call this status.

Solution 2 - Do it through Project Automation. Haven't tried it.

[ashokrajagopalan]

Thanks Aditya this helps will try to implement will connect with if any help is required