NOT PUBLISHED Automatically Add Incident Reporters to Problem Tickets

Use case

In our Jira Service Management project, we want to automatically add the reporter of an incident to the corresponding problem ticket.

Prerequisite

You must be using 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 "is caused by". In addition, the ticket types must include the custom field Request Participant on the screen.

Configuration steps

Get started

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:

%{linkedIssues("isCausedBy")}

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("isCausedBy")) function. Here, fieldValue accesses the custom field for request participants, and in the second step, the linkedIssues("isCausedBy") function references the linked parent ticket. Additionally, the toStringList(%{issue.reporter}) function retrieves the request participants from the incident ticket.

Value*

%{append(fieldValue(%{issue.cf10040}, linkedIssues("isCausedBy")),toStringList(%{issue.reporter}))}

To get the right custom field,simply click Add field and search for Request participants.

Related Examples

Use case	Workflow function	Parser functions
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