Update CSD Ticket Status on PDEV Status Change

[Laraine Porrazzo]

Hello,

I'm trying to setup automation rules. When we push a ticket from Customer Service Desk over to Needs DEV it automatically creates a PDEV ticket. I would like the PDEV status changes to automatically update the status of the CSD ticket for transparency of where the tickets are at in the development process.

Is there a way to setup automation for that?

[Trudy Claspill · Accepted solution]

Hello @Laraine Porrazzo 

Welcome to the Atlassian community.

Yes, that is possible, with Automation Rules. There are caveats.

First are the project Team Managed or Company Managed?

Do you create an issue link between the two issues?

In general you would need to make a multiple-project scoped rule, naming both of the projects.

You would use the Transitioned trigger.

You would add a condition to confirm the trigger issue is in the PDEV project.

You would use a method to find the associated CSD ticket. This depends on how you are recording the relationship between them.

You would execute the transition on the found ticket. You may have to use a Lookup Table to create a map of the statuses used in the PDEV project and how those correlate to the statuses available in the CSD project.

The actor of the rule will need to be somebody that has access to both projects and has Agent access in the CSD project. Automation for Jira will usually have the necessary access.

[Laraine Porrazzo]

Hello,

Yes we are company managed and when we create a CSD ticket that goes to PDEV that ticket automatically links to CSD. I do have access to create automation in CSD but I don't have access to PDEV.

What would need to be done in PDEV? I started building this out but when I validate the PDEV tickets for my JQL query it returns 0. My CSD query returns the number of total tickets as expected. Not sure what I'm doing wrong or what next steps would be.

Thank you,

Laraine

[Trudy Claspill]

Hello @Laraine Porrazzo 

What is your level of access in this Jira instance? Are you a Project Admin for the CSD project? Are you a Jira Product Admin with access to manage the settings of the Jira application overall?

To construct this rule you will need to be a Jira Product Admin or get help from a Jira Product Admin. This rule must be created scoped to access both projects, and that can be done only by a Jira Product Admin.

[Laraine Porrazzo]

Hello @Trudy Claspill 

I am not a Project Admin so I will need to get help from them. Would you be able to show me an example of how this would be set up in both projects so I can walk my admin through what I'm trying to accomplish?

Laraine

[Trudy Claspill]

Here's a quick rundown in images. If more details are needed, I suggest that you tell your admins to join the Community and participate in this Question so that the conversations don't have to go through you.

Rule Details where the scope is set to both projects

Rule

Details of Lookup Table step

Details of transition step

[Laraine Porrazzo]

Okay,

This is great! I really appreciate your time. Just one more question. We did go in and add a workflow in CSD that replicates the statuses that go through DEV and renamed them for customer facing statuses.

So would we need a lookup table if the status fields for PDEV are already in CSD?

Thank you 

Laraine

[Colton Torgrimson]

Hello there, we're trying to follow this but I dont see anything to update the scope to multiple in the dropdown that you showed.

[Laraine Porrazzo]

@Trudy Claspill 

We were able to figure it out using some of your suggestions above. We didn't need to use the lookup table. Thank you so much for your time and help.

Laraine

[Trudy Claspill]

@Colton Torgrimson 

The scope drop-down is available only to Jira Admins accessing the Global Automation option available through System settings.