How to duplicate a JSM work order as a Jira bug?

[Manor Shaked Schlossberg]

I want to clone a JSM work item into a Jira Bug ticket so our R&D team can work on a separate case rather than directly in the work item.

Do I need to change anything in the settings?

I'd appreciate to learn a way that doesn't involve adding the entire R&D team as JSM users.

Thanks!!!

[Marc -Devoteam- · Accepted solution]

Hi @Manor Shaked Schlossberg 

You have 2 options:

1. If all R&D members have a Jira license you can add them as collaborators on the JSM space. They can then see the work items in the JSM space and are able to add comments. They can't transition work items.
   
   See; what-users-and-roles-are-there-in-jira-service-management 
2. Create an automation rule that creates an issue in a Jira space where the R&D users have access.
   
   The JSM agents, will then need a Jira licenses and access to the space to create issues or you have an account that is the actor of the automation rule that is a JSM Agent and has a Jira license
   
   Note, that JSM specific fields don't exist in a Jira space and can't be cloned

[Andrea Tagliabue · Accepted solution]

Hi @Manor Shaked Schlossberg 

 Welcome to the community!

To achieve that result, you have several options.

If JSM and Jira are on the same site, you can set up a global automation so that when an issue is created in the JSM project, it is cloned into another project.

The clone function is needed only if you have the same fields in both projects.

Otherwise, instead of cloning the issue, you can create a new work item in the target project and update only the relevant fields.

If JSM and Jira are on different sites, the only way is through an external app (such as Exalate or similar) or by using a web request with a properly configured POST API.

https://developer.atlassian.com/cloud/jira/platform/rest/v3/api-group-issues/#api-rest-api-3-issue-post 

I'm available for any clarifications

[Clara Belin-Brosseau_Elements]

Hi @Manor Shaked Schlossberg

I wanted to suggest an alternative solution to collaborate on the same case but on different work items: you can try our app Elements Copy & Sync.

The configuration is very simple and it will allow the cloning of your JSM work item into a Jira bug ticket (with all the fields needed). Both team can work separately on their tool without having to buy JSM licences fore each user.

Additionally, you can synchronize some fields between the two work items (comments, attachements, labels, description...). This is often needed when separate teams collaborate on the same case but still need the same level of information. Synchronization can be one way or two-ways. 

The steps are the following:

-  Create a "Copy and synchronize Jira work items" recipe

 

- Define your source JSM space

- Define your target Jira space and select Bug as a work type

 

- Set which fields should be copied and if they should be synchronized or not.

- Define how you want your recipe to be trigered: manually, with automation or post-functions

Don't hesitate to try the app, it's free for 30 days (and stays free under 10 users).

[Luka Hummel - codefortynine]

Hi @Manor Shaked Schlossberg

Both accepted answers already cover the “pure Jira” approaches (adding people as collaborators or using Automation to create/clone an issue in your Software project). 👍

If your goal is specifically “create a Bug for R&D with the right context, without turning the whole R&D team into JSM users”, then this is a very common workflow we see customers implement with our app Deep Clone for Jira.

What Deep Clone adds is that you can clone a JSM work item into a Software project with a controlled set of data (e.g., include attachments/comments/links when you want them, exclude service-specific fields you don’t want in the Bug), you can run it reliably as an automated step instead of a manual copy/paste process, and change the work item type while cloning.