Automatically Add Incident Reporters to Problem Tickets

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."

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 this functionality in Jira Service Management, the following requirements must be met:

A dedicated project should exist for recording incidents and tracking related problems.
Incident tickets must be linked to their corresponding problem ticket using the “is caused by” relationship, allowing them to be directly associated with the underlying problem.
The custom Request Participant field needs to be available on the edit screen for both incident and problem tickets. 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.”

Configuration steps

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.

target issue -> Parser expression

%{linkedIssues("is caused By")}

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

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. In addition, the toStringList(%{issue.reporter}) function retrieves the request participants from the Incident Ticket and gives the reporter as a list.

Add field -> Request participants -> Value

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

Simply click Add field and search for Request participants within the expression parser to find the correct custom field.

Related Examples

Use case	Workflow function	Parser functions	Complexity
Add a sub-task's summary and key to the description of its parent	Update fields		BEGINNER
Add three days skipping weekends automatically to a Date Picker	Update fields	dateTimeToString() dayOfTheWeek() addDays()	BEGINNER
Add watchers from another field	Update fields Transition issue	union() toStringList()
Assign an issue to the project lead, if the issue is unassigned on creation	Update fields		BEGINNER
Assign an issue to the user who last commented on it	Update fields		BEGINNER
Assign important issues to the project lead	Update fields		BEGINNER
Automatically add incident reporters to problem tickets	Update fields	append() fieldValue() linkedIssues() toStringList()	BEGINNER
Copy field values from epic to issues under it after creation	Update fields Transition issue	epic() issuesUnderEpic() filterByStatus()	BEGINNER
Copy labels of a sub-task to the parent issue upon closing	Update fields		BEGINNER
Keep parent's priority in sync	Update fields		BEGINNER
Obtain the difference between two dates	Update fields		BEGINNER
Set a date field to a future date	Update fields	dateTimeToString()	BEGINNER
Set a date field to the current date	Update fields	dateTimeToString()	BEGINNER
Set Fix version to Affects version when resolving an issue	Update fields		INTERMEDIATE
Set the Assignee based on the Issue type	Update fields	getMatchingValue()
Set the due date based on the priority	Update fields	getMatchingValue()
Set the priority to Highest if the 'Infrastructure' component is selected	Update fields		BEGINNER