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

To enable this functionality in Jira Service Management, 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 custom 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

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")}

Use a validator to ensure the link is set and only one exists.

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 the request participant to the problem ticket you must use the append() function to ensure that you do not overwrite the existing request participants. First, use the fieldValue(%{issue.cf10040}, linkedIssues("is caused by")) function. Here, fieldValue() accesses the custom field for request participants, and in the second step, the linkedIssues("is caused by") function references the linked problem ticket. In addition, the toStringList(%{issue.reporter}) function retrieves the request participants from the incident ticket and returns the reporter's account id.

Add field -> Request participants -> Value

%{append(fieldValue(%{issue.cf10040}, linkedIssues("is caused by")),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