Changing service desk tickets status on Jira release

[Marcin Dyszynski]

Hi!

I'm struggling to set up a Jira automation workflow.

I have a Jira Project (agile scrum) and a Jira Service Desk Project (support pipeline - issues reported by customers). When an issue is created in the Service Desk by the support team, an issue with a fix is then created in the Jira Project (and linked to the service desk issue via "causes") in order to be fixed by the development team. Each issue in the Jira Project also has a Fix Version set to a release.

I'm trying to create a workflow which:

1. A release is released in Jira Project
2. The workflow loops through all the issues in the release and searches for linked issues in the Jira Service Desk
3. The workflow transitions all linked issues it found in the Service Desk to a "done" status thus informing the support team that this ticket has now been resolved

I've gotten this far (and this may be wrong)

When I release a version the workflow is triggered, then I want to go through all the issues in the release, extract any issues linked in the service desk and then transition the service desk issues. 

Hope you can help! :)

[Kevin Bui · Accepted solution]

Hi @Marcin Dyszynski - I've been thinking about this a lot, and unfortunately I can't find a way to do this; at least, not in one rule.

You could, however, do something similar in two rules. One rule that transitions all issues in the fix version, and then a second rule that triggers when issues are transitioned.

For example:

Rule 1 - When a version is released, transition all issues in the version.

• Trigger: Version released
• Branch: For Issues fixed in version
• Condition: Related issues condition, to check if the link type Causes is present.
• Action: Transition issue

Rule 2 - When an issue is transitioned, transition all linked issues.

• Trigger: Issue transitioned
• Branch: For linked issues, link type Causes
• Action: Transition issue

Hope that helps!

[Marcin Dyszynski]

Kevin, thats exactly what I ended up doing. I created a new status after "Done" called "Released", the first rule (inside my Jira classic project) transitions all released issues to the "Released" status once they are released. Then my second rule (inside my Jira service desk) triggers once linked issues are transitioned to "Released" and then transitions the tickets to "done". Works like a charm :)

Thanks for the feedback!

[Sandra Axelsdottir]

Found this thread when trying to solve the same and it worked! Thank you.

However, I was so surprised to find out that you can't solve this with a single rule. 

Since this thread is more than 2 years old, does anyone know if this can be solved in one rule today?