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
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 the Fields required or changed validator to ensure that the required field is set.
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}))}
How to get a custom field code
Simply click Add field and search for Request participants within the expression parser to find the correct custom field.
