Closing similar tickets at once

[forums-5]

We're getting ready to roll out JIRA for our Helpdesk ticketing system.  When the scenario of multiple incidents come in that are all related to each other, we'd like to be able to simultaneously close all that are linked to each other.  How would one go about setting this up?

Regards,
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Post by jcmu99 - online at:
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[forums-5]

Hi James,

Customization need to be done to the JIRA's workflow. Refer to :http://www.atlassian.com/software/jira/docs/latest/workflow.html and
http://confluence.atlassian.com/pages/viewpage.action?pageId=11764 for workflow and custom workflow elements. You might need  to create custom Workflow Post Function that find the related issues and close them.

Regards,
Janet
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[forums-5]

There may be a process question here. If the linked issues are duplicates, you would normally resolve/close them with a resolution of *Duplicate* and a dupe link. So, nothing to close for those.

If they're *related*, then would you want to automatically close related issues? It may only be a partial fix or something.

Anyway, that aside, as Janet said you will likely want a post-function. There is an example [here|http://confluence.atlassian.com/display/JIRAEXT/Post+Functions#PostFunctions-Autocloseallsubtasks] for closing sub-tasks when the parent is closed. You would need to change that to find linked items. There is some sample code for that [here|http://confluence.atlassian.com/display/JIRAEXT/Conditions#Conditions-Alldependentissuesneedtoberesolved].

cheers, jamie
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[forums-5]

Thanks for the response.  I think I need to explain what we're looking to accomplish a little better.  Obviously linking issues is pretty straight forward.  As a help desk environment, it's useful to distinguish "incidents vs. problems".  If for instance we receive multiple tickets that state that people are unable to access mail and the issue is a server crash, we'd like to be able to link all of the individual tickets together (not an issue); but then we'd like to be able to close the "parent" ticket (the ticket that the others are linked to) and subsequently have all of the other tickets close along with it.  

I don't know if we need to create another issue type here and have the "parent" ticket filed as a on type of issue type and have all of the others that are linked to it filed as another type.

Hopefully that explanation helps.

Thanks
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[forums-5]

If all else fails, run a filter and then do a bulk change?
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[forums-5]

Are you going for something like an ITIL-aligned process... with interactions, incidents and problems etc?

Anyway, imho you would use different issue types for the above, and maybe use links to show that X Incidents are caused by the same Problem. Then really if you want to auto-resolve them you'd use my suggestion above, ie a groovy script to traverse the "caused by" links and resolve the Incidents, which you add as a post-function to the Incident type.

I'm not aware of a "native" plugin that does this.

cheers, jamie
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[forums-5]

This is exactly what we're trying to implement :)  If it wouldn't be too much trouble, would you be able to offer a little more detailed instruction in how to add th post functionality so we can insert a version of the script you shared?  We're still pretty new to JIRA and are still in the build out face.  I need to create the Problem issue type, but once I do that and implement this post function we should be a good spot.

Thanks so much!
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[forums-5]

Not sure if the above comment is meant for me... if so I can't unfortunately post a one-size-fits-all script, because there are so many factors that differ, eg your actions and issue type names.

I would experiment with the different plugins available, if you think you might need to write some code, trying out some of the examples provided with http://confluence.atlassian.com/display/JIRAEXT/Groovy+Runner is IMHO a good place to start.

cheers, jamie
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[forums-5]

Hi Jamie,

Sorry, I didn't intend to suggest you write it specifically for us.  I understand that would be impossible w/o knowing our environment.  What I meant to suggest was more along the lines if there is a standard place where this script would get inserted.  Basically I'm looking for how to create a post function.
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[forums-5]

Hi,

Sure, no worries. Where in the workflow you put it really depends what you want to do. So if you want related Incidents to be closed when the Problem causing the incidents is resolved, you put it on the resolved step of the Problem workflow. If they all use the same workflow you could just put some logic in the script whereby it only fires for Problem.

Have a play in a test instance...

cheers, jamie
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