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UI Text Box

size	medium
type	info

Use case

In our Jira Service Management project, we want to automatically add the incident's reporter as a Request Participant on the related problem ticket once the incident is marked as "Done."

UI Text Box

color	light-yellow
icon	tip

Prerequisite

You must be using Jira Service Management to record incidents. You must have a Jira Service Management Project with a Problem Ticket and Incident Tickets that are linked to that Problem Ticket by an "is caused by" relationship. In addition, the ticket types must include the custom field Request Participant on the edit screen.

Alternativ:

To set up To enable this functionality in Jira Service Management, the following requirements must be met:

A dedicated project should exist

a dedicated project must be created specifically for recording incidents and tracking related problems.

Incident tickets must

Each incident ticket should then be linked to

their

its corresponding problem ticket using the

“is

"is caused

by” relationship, allowing them to be

by" relationship. This link ensures that incidents are directly associated with

the

their underlying problem.

The custom

In addition, the custom Request Participant field

needs to

must be available on the

edit screen for both incident and problem tickets

Incident and Problem ticket edit screens. This field allows

adding

participants to

receive updates on the ticket.

With these requirements in place, you can set up an automation to automatically add the incident’s reporter as a **Request Participant** on the problem ticket once the incident is marked as “Done.”be added to receive updates on the ticket.

Configuration steps

UI Steps

UI Step

Get started and set the issue to be updated

Add the post function Update fields to the transition of the Done transition of the incident workflow. As we would like to update the Request Participants of the problem ticket, we need to identify the issue to be updated. To to this, we choose as the target issue a parser expression. Here we use the linkedIssues() function to follow the link torwards the problem ticket, that was already set previously.

Code Block

title	target issue -> Parser expression

%{linkedIssues("is caused Byby")}

Tip
Use a validator to ensure the link is set and there is only one , use a validator .... (einmal in nett) exists.

UI Step

Add the request participents to the problem ticket

To add the request participents click on Add field and choose Request participants.

Value*

Set field value manually (parser expression).

To add request participants to the problem ticket, you need to combine the list of request participants from the problem ticket with the new participants using the append() function. First, use the fieldValue(%{issue.cf10040},linkedIssues("isCausedByis caused by")) function. Here,fieldValue() accesses the custom field for request participants, and in the second step, the the linkedIssues("isCausedByis caused by")function references the linked parent ticket. In addition, the toStringList(%{issue.reporter}) function retrieves the request participants from the Incident Ticket and returns the reporter as a list.

Code Block

title	Add field -> Request participants -> Value

%{append(fieldValue(%{issue.cf10040}, linkedIssues("isCausedByis caused by")),toStringList(%{issue.reporter}))}

Expand
title How to get a custome custom field code
Simply click Add field and search for Request participants within the expression parser to find the correct custom field.

Related Examples

Page properties report

firstcolumn	Use case
headings	JWT feature, Workflow function, Parser functions, Complexity
sortBy	Title
cql	label = "use-case" and space = currentSpace() and ancestor = "38569498"

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