Overview

Integrate Case Management with Error Tracking to create and link Case Management cases to Error Tracking issues. With Case Management for Error Tracking, you can:

• Create Case Management cases directly from the Error Tracking issue panel
• Group multiple Error Tracking issues into a single case
• Automatically route issues to specific Case Management projects using automation rules
• Automatically create Case Management cases for Error Tracking issues matching specific criteria.

Setup

You need the following permissions to use the Case Management integration for Error Tracking:

• Error Tracking Read
• Error Tracking Issue Write
• Cases Read
• Cases Write

Create a case from an issue

You can create a Case Management case directly from the issue panel to group investigation efforts on that issue:

1. Navigate to the Error Tracking Explorer.
2. Click on an issue to open the issue panel.
3. In the issue panel, in the Actions dropdown, click Add Case.
4. Choose the Case Management project in which the case should be created. By default, the case will automatically be created in the Error Tracking project.
5. Click Create to create the case.

After it is created, the case is linked to the Error Tracking issue. The case link then appears in the issue panel, and the issue status automatically changes to REVIEWED.

When an issue is linked to a case, their state, assignee, and comments are two-way synced. See State dual-way sync between issues and cases for more information on how the issue state and case status are synced.

Group multiple issues into a single case

You can attach multiple Error Tracking issues to a single Case Management case to group correlated issues into a single unit of work:

1. Navigate to the Error Tracking Explorer.
2. Click on an issue to open the issue panel.
3. In the issue panel, in the Actions dropdown, click Add Case.
4. In the Add to Existing Case tab, select the case in which you want to group your issues.
5. Click Attach to Case to attach the issue to the case.
6. Repeat these actions on all the issues you want to add to this group.

All linked Error Tracking issues appear in the case view, providing a consolidated view of related errors.

When several issues are linked to a case, their state, assignee and comments are two-way synced. See State dual-way sync between issues and cases for more information on how the issues states and case status are synced.

The relationship between cases and issues is a 1:N relationship. A single case can be linked to multiple issues, but an issue can only be linked to one single case.

State dual-way sync between issues and cases

Single Error Tracking issue linked to single Case Management case

When a single Error Tracking issue is linked to a Case Management case, their states are two-way synced. The issue state is mapped to the default status of the corresponding case status group:

Multiple Error Tracking issues linked to single Case Management case

When multiple Error Tracking issues are linked to the same Case Management case, there is also a sync between their states, depending on the situation:

• If you update the status of the case, all linked issues are updated following the state mapping described in the previous paragraph.
• If you update the state of an issue, the resulting state of other linked issues and the case follows these rules:

Automation rules

You can configure rules to match specific issues to Case Management projects. For example, when an issue matches a rule, any case created manually or automatically for that issue defaults into the project specified by that rule.

Setup

To create automation rules for your Error Tracking issues, you need one (1) of the following permissions :

• Error Tracking Write
• Error Tracking Settings Write

Create an automation rule

To create an automation rule for Case Management:

1. Navigate to Error Tracking Settings, in the Ticketing & Automation section.
2. Click New Rule.
3. Configure the rule:
   • Match Criteria: Define conditions that issues must meet to trigger the rule
   • Project: Select the destination Case Management project when cases are created from issues that match the rule
   • Auto-create: Optionally enable automatic case creation when issues match
4. Click Save Rule.

Match criteria

Configure rules based on the following attributes:

• Service: Match issues from specific services (for example, service:web-store)
• Team: Match issues based on Issue Team Ownership (for example, team:Shopist)

You can combine multiple criteria to create precise routing rules. The issue matching query supports the following operators:

• AND: logical AND (for example, service:web-store AND team:Shopist)
• OR: logical OR (for example, service:web-store OR team:Shopist)
• -: logical NOT (for example, service:web-store -team:Shopist)

Automatic case creation

When adding an automation rule, you can enable automatic case creation for issues matching your rule.

By default, when a new Error Tracking issue is created, rules are evaluated and the first rule that matches is applied. If automatic case creation is enabled on that matching rule, a new Case Management case is created in the project specified in your rule, and attached to the matching issue.

Further reading

Additional helpful documentation, links, and articles:

Error Tracking ExplorerDOCUMENTATION Issue States in Error TrackingDOCUMENTATION Case ManagementDOCUMENTATION