Identify issues related to a service desk project

This use case combines a JQL Search Extensions keyword with Power Script’s SIL Manager and Scheduler to automatically add a label to issues from Support so they are easier for developers to view and prioritize.

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Problem to solve

Development teams can often encounter a backlog of issues, causing delays in addressing customer service desk tickets. Many support tickets are delayed because they aren't properly flagged or prioritized. This results in poor customer experiences, with 73% of customers switching providers due to slow issue resolution.

Solution

Create a scheduled task that adds a Support label to all issues linked to support tickets. This allows these issues to be easily identified and prioritized in Jira filters or dashboards, ensuring that development teams don’t overlook them.

Scenario	A telecommunications company receives a support ticket from a key enterprise client reporting a system outage. The ticket is linked to an internal bug in the development project. Without a Support label, the development team does not prioritize the fix, leading to extended downtime for the client. Let’s automate the labeling process so these tickets aren’t missed, leading to faster resolution and improved customer satisfaction.
JSE keyword	`linkedByIssueProject`
PowerScripts features	SIL Manager and Scheduler
Method	In Jira, go to Settings > Apps. In the Apps sidebar menu, under POWER SCRIPTS, select SIL Manager. On the SIL Manager page, select File > New file to create a new file. Add the following script to the file, and replace `MyProject` with your project details. `string [] issues = selectIssues("project = MyProject AND linkedByIssueProject = SUPPORT AND (labels IS EMPTY OR labels != support)"); for(string i in issues) { %issueKey%.labels += "support"; }` Enter a name for the file, then click the Save icon in the top menu to save the file. Select Power Apps Config in the left sidebar. The Power Apps Config menu displays. Select Advanced > Scheduler to display the Scheduled Jobs page. Click Schedule job. The Schedule new job window displays. Select Interval for the Job type. Alternatively, use a CRON expression to define the interval. Set the interval when the script should run, for example, 1h. Select the Edit icon in the Script field. Select the saved file from the list and click Select. In the Schedule new job window, select the Run as user. Click Save. Your saved scheduled job displays in the list of scheduled jobs. You can later edit or delete the job as required. Now, every 60 minutes, this script will run and add the label `Support` to any issues that match the JQL query used in the script.