Portal tickets

[Dagne Aeg]

We are using Jira portal solution for creating some tickets, now we need to start using for all marketing tasks Jira Kanban board. How can I connect Kanban task with submitting Jira portal tickets? Can I create automation? 

[John Funk · Accepted solution]

Hi Dagne,

If I am understanding you correctly, you are receiving requests into a JSM portal. And you want to work on those requests in a Jira Software or Jira Business space. If that is correct, then you can create an automation rule that will Clone the JSM ticket (either when created or manually) into the Marketing space. Add an Edit work item action to add Linked Issues field to link the Marketing task back to the original request in JSM.

[Dagne Aeg]

Yes, at the moment some tickets are submitted at JSM portal but we would like to connect them to the Kanban board. Thnx! 

[Yashaswini YK · Accepted solution]

Hi @Dagne Aeg ,

1. Create an automation rule in the portal project to clone a corresponding ticket in software space.

2. Use additional automation rules to sync important updates (status, comments, selected fields, etc.) between the Kanban task and the portal ticket.

If you require advanced two-way synchronization across separate projects, you can also explore apps like "Backbone Work Sync".
https://marketplace.atlassian.com/apps/1215199/backbone-work-sync-for-jira-two-way-issue-sync?hosting=cloud&tab=overview

[Olga Cheban _TitanApps_]

Hi @Dagne Aeg !

Yes, this can be done with native Jira Automation. You will need to set up a rule in your JSM service project that clones the incoming ticket into your marketing project when a specific event happens, like an agent moving the ticket to In Progress, or right at creation.

The setup looks roughly like this:

• Trigger: Work item transitioned (or Work item created, depending on when you want the Kanban card to appear)
• Condition: narrow it down by request type, so only marketing-related requests get cloned
• Action: Clone work item into your marketing Kanban project, mapping the summary, description, and any fields you want to carry over

The JSM ticket stays the source of truth for the original request, and the Kanban card becomes the working item for the marketing team. The two stay linked, so it's easy to jump between them.

A few things worth checking before you build the rule:

• You need Project Admin rights in both projects to set this up
• If you want field values copied across, confirm the fields exist in the Kanban project with matching configurations

I covered this exact scenario in my article 10 Jira Service Management Automation Rules That Every Team Should Use (see rule #4). There are other useful JSM automation scenarios there, so it's worth taking a look.

I hope this helps!