Automation rule to close main jsm ticket when the jira software project has closed the cloned ticket

[Abri Buys]

Good Day All

I am looking for a solution with automation rule. Here is the scenario:

I have a Service Management ticket where the users will log tickets via the portal. When this is done there will be automation rule that runs and copies the information into one of the Jira Software scrum boards for developers to action. Once done they will resolve the cloned ticket and then require a rule for the service desk to then get a comment to state the ticket has been resolved and then move the status to Resolved. 

Please assist.

[Clara Belin-Brosseau_Elements]

Hi @Abri Buys

If you’re looking for a faster and more straightforward solution compared to Automation to escalate an issue from Jira Service Management to Jira, I can suggest trying our app Elements Copy & Sync.

You’ll be able to perform the following steps automatically and within one single configuration:

• Clone the JSM ticket to your Jira scrum boards for developers
• Once the ticket status is « resolved » a comment is left in Jira and the comment is automatically synchronized on the JSM ticket
• Both tickets status are also synchronized

The app is for free during 30 days (and it stays free under 10 users) so don’t hesitate to try it on your use case.

[Valerie Knapp]

Hi @Abri Buys , welcome to the Atlassian Community and thanks for your post.

You would likely need to use a branch to make this work 

Please can you have a go at creating the rule with this branch? If, during your tests, you find you can't get it to work, write us again here and we will try to help.

Best wishes

[Abri Buys]

Good Day. I have used the branches option but somehow it still does not close the main service desk ticekt. To Clone the ticket and to link it works great no issue there. What i am struggling to do is to once the linked ticket is closed to close the main ticket aswell. What complicates the matter more is that the status on the JSM is not the same as the Software Project. Only error i keep on finding is that says to me can not locate any linked items

[Valerie Knapp]

Hi @Abri Buys , thanks for the screen and your reply.

I wonder if the scope is the problem because, from you described, it should be the work item in the non-JSM project that calls this rule, correct?

I would try, in this screen, to modify the scope of the rule to include both projects

I just got this to work ^ in my test instance.

Let me know if it works for you too.

Cheers

[Abri Buys]

HI. @Valerie Knapp 

Still struggling for it to update the status on my side not winning with this. Concept seems simplistic.

I have tried to youtube the same concept and seems like when you try this within a project it works well but seems like when trying to branch to different project it gets stuck like it is not finding the item i am looking for.

[Valerie Knapp]

Hi @Abri Buys , thanks for your comment.

Please can you share a screen of the audit log so we can see what is happening?

Have you changed the scope to include both projects? In my test instance, it was working to take an action in one project and update the object in another. Perhaps there is some syntax issue with the linking type?

If you can provide more information, we will try to help you sort this out.

Cheers