Problem

Configuring the automation rule to create a linked issue in another project (Software project for example), does not always work as it should. Some requirements are necessary to have the automation working properly.

Diagnosis

These are the requirements:

• The user who runs the automation rule must have the Browse Project, Create Issues, Link Issues, and Create Attachments (If the source issue has attachments) permissions on the destination project;
• The create screen of both issue types must have the Linked Issues field;

Cause

Jira must be correctly configured to have this functionality working properly. If the above two requirements don't apply, the ticket will not be created or both tickets will not be linked.

How to create the automation rule?

1. Access the JIRA Service management automation rules page;
2. Add the following custom rule;
   1. WHEN: issue created.
   2. IF: issue matches or user type (this is optional).
   3. THEN: create issue.

Resolution

Granting the correct permissions to the users will guarantee that everything works and the tickets are linked.

Automatically update Jira Service management agents about the progress of a linked issue

Service management projects come with an automation rule that updates agents on the status of linked issues. The rule adds an internal comment on the Service management issue whenever another team transitions the linked issue.

We enable the Update when a linked issue changes the automation rule by default. To view or edit this rule:

• In your service project, select Project settings () > Automation.