Create A Rule to Move Service Ticket to Jira Board

[Frank Le]

We have Service project and a Software project board.

I would like to see how we can setup a rule to move incoming Service request to the Software project board depending on the request type.

Reason for this is we have a Salesforce admin and the admin only wants to manage one board. We need the Service board for users to submit support request but we also need the Project board so the Salesforce admin can prioritize tickets.

Our Service project is for all IT support request including Salesforce requests. We do not want to create another Service project for Salesforce because the admin will still need to manage both the Service and Software board.

Is there a way to automate to move specific Service request to a Software board?

[Jack Brickey]

Hi @Frank Le , let me first start by saying that this is a topic often discussed within the community. In each of those cases it is highly recommended not to move JSM issues over to a JSW project. Rather you should leverage the built-in create linked issue. The reason for this is it maintains connection with the customer via the original JSM issue. If you move that issue it's severs the connection and the customer will not automatically be able to get notified or engage. You can use automation to keep the two issues updated. 

As an example in my current IT helpdesk project if an issue requires software development then the issue is transitioned into a development status this stops the SLA on that issue and creates a linked issue in the appropriate software project based on the selected component. I have automation rules set up to transition the JSM issue to resolved once the software issue is closed.

[Frank Le]

How do I automate it to create a linked issue?

[Jack Brickey]

here is my example. your implementation will vary.

1. Rule is triggered when I transition an issue into development status
2. My first check to see if there's already link issue so that I don't have the case where multiple software issues are created
3. In my case I want to ensure that this is only run for issue types of bug and enhancements
4. Then I check the component field in an IF/else block this allows me too create the linked issue in the proper software project
5. Create a new issue in the appropriate project and I link it back to the JSM issue

[Frank Le]

I was successfully able to create a rule when a JSM issue is created and the request type is related to Salesforce then a ticket would be created on the JSW project and link it back to the JSW issue (see screenshots).

However, when I close or mark the issue as 'Done' in JSW project the JSM issue is still open or waiting for support.

How do I make it when the JSW issue is marked 'Done' then the linked JSM issue is marked 'Done' or 'Closed' as well?