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changes.mady.by.user Rebecca Plattner

Saved on Nov 05, 2024

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changes.mady.by.user Julian Riedinger

Saved on Nov 15, 2024

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Use case

In our Jira Service Management project, we want to automatically add the reporter of an incident to the corresponding problem ticket.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 To enable this functionality in Jira Service Management to record incidents. You must have a Jira Service Management Project with a parent Problem Ticket and Incident Tickets that are linked to that Problem Ticket using , a dedicated project must be created specifically for recording incidents and tracking related problems. Each incident ticket should then be linked to its corresponding problem ticket using the "is caused by" relationship. This link ensures that incidents are directly associated with their underlying problem. In addition, the ticket types must include the custom field Request Participant on the screencustom Request Participant field must be available on the Incident and Problem ticket edit screens. This field allows participants to be added to receive updates on the ticket. The custom field code for Request participants is 10040 and will be used later.

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, First, you need to create an action in the workflow to enable synchronization. After setting up this action, add the post function Update fields to handle the specific synchronization tasks. To update the problem 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

Code Block

%{linkedIssues("isCausedByis caused by")}

Tip
Use the Fields required or changed validator to ensure that the required field is set.

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 Value→Set field value manually (parser expression).

To add the request participants participant to the problem ticket , you need to combine the list of request participants from the problem ticket with the new participants using you must use the append() function to ensure that you do not overwrite the existing request participants. First, use the 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 problem ticket. AdditionallyIn addition, the the toStringList(%{issue.reporter}) function retrieves the request participants from the incident ticket and returns the reporter's account id.

Code Block

title	Value*Add field -> Request participants -> Value

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

Expand
title How to get a custom field code
Simply
Info
To get the right custom field,simply click Add field and search for Request participants within the expression parser to find the correct custom field.
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Page properties report

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

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