Cross-project Automation for Request Type (JQL requesttype)

[JD]

Hi,

I want to develop a cross project automation where once an initiative is created in a Software project, if specific criteria are fulfilled, it will generate a story in a Service project. However, in this Service project, 'Request type' is required and the automation isn't able to generate because I'm not able to select the 'Request type.' 

Are there any workarounds/solutions? Cross-project automation is enabled and this same automation has worked between Software projects. Thanks so much! 

[Bill Sheboy]

Hi @JD 

Which rule action are you using to create the issue?

Have you tried Create Issue with Request Type?  Or perhaps try Create Incident.

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Create-issue-with-a-request-type

https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Create-incident

Kind regards,
Bill

[JD]

Thanks Bill! For some reason, I'm not able to find the "Create Issue with Request Type" action... Is this something that needs to be enabled?

[Bill Sheboy]

Do you have JSM permissions?  As a Site / Org admin for my site, I can see both actions in the rule editor from JSM and Software projects.

Please post an image showing what you see when you select adding a rule component / action, and have selected All Actions.

[JD]

Thanks Bill! Looks like I do not... I am listed as an Admin though but I will check with the Owner. Here is what it looks like on my end:

[JD]

Would you be able to share what you see @Bill Sheboy

Just want to make sure I have something to show the Owner in the unlikely scenario it's not there for them either. Thank you in advance!

[Bill Sheboy]

My understanding is the rule editor has improved over time such that it now accounts for scope, permissions, and what is possible at a specific point in a rule's steps.

This is what I see with a global scope rule, which can be adjusted to be just your specific JSM and SW projects' scope.

[JD]

Thank you! To confirm, this can be done in a separate project from the trigger? E.g. the issue is created in a software project called "ASAP" and when an issue in ASAP is created and the Environment = Beta, it will generate a new story in the Service Project "BETA" and be able to determine this story's request type:

[Bill Sheboy]

If the rule scope includes the service project and the actor has permissions, the action should be visible for use.

[JD]

Thank you Bill! I got access to be a JSM Agent but it looks like the 'Create issue with a request type" action is only available in the Service project, not the Software project where we want the action to trigger from :( 

[Bill Sheboy]

Please note earlier I tried it from a Jira, global scope rule, and so it could "see" both Jira and JSM from there.

I hypothesize the improvements to limit / focus the actions in the rule editor cause this symptom as JPD does not have the problem (when permissions are sufficient): it only uses the Issue Create action for Idea issue types rather than a specialized one like JSM.

[JD]

Thanks Bill! We looked into the 'Create an Incident' action instead and got a bit closer. Unfortunately, we're running into this error:

We added 'Incident' as an issue type and also created a request type for it.

However, in both the Software project and Service project automation, it says there's no request type for the incident. Any idea what we're doing wrong and how we can resolve this?

[Bill Sheboy]

Sorry, I am out of ideas on this one as I do not use JSM enough to know why that would confuse the rule's action selection.

Did you try making the rule multiple-project in scope and using the built-in types?  From that scope, all of the actions should be visible.

If they are not, I recommend working with your Jira Site Admin to ping Atlassian Support to learn what they suggest: https://support.atlassian.com/contact/#/