Creating a Software issue from a Service Desk issue?

[Paul Statham]

I have two projects: Service Desk and Software

A customer creates an issue request on the Service Desk and it populates in the appropriate queue on the dashboard. I'd like to create Software issues on occasion, from issues in the Service Desk. 

How can I do this? Is there an option to "Create Issue From" or something along the lines? Or do I need to manually create a new issue in the Software project when necessary? 

I don't want issues to be automatically created in Software from Service Desk for every issue a customer submits, so use of Service Desk Automation is not desired.

[Mikael Sandberg]

Hi @Paul Statham,

Welcome to Atlassian Community!

You could do this with automation and adding a new status to your workflow that can be reached by any other statuses. Then when you want to create an issue in JSW, just move the request to the new status and configure your automation to trigger when that happen.

One of my teams have something similar, were a new issue is created in their internal project once they have approved the request in their intake project. 

[Paul Statham]

Thanks @Mikael Sandberg 

I will look at using the JSD Automation route. Do you know of a way to create an issue from another issue without using Automation?

Edit: it appears my version of JSD/JSW does not support the "Create Issue" THEN Automation rule, so I am not capable of using Automation to create an issue.

[Mikael Sandberg]

Hmm, you should have access to the Create Issue action, unless you are on Jira Server and are using the free version.

This should do what you are looking for:

If you do not want to go the automation route, your only option without getting an app would be to clone the request and then move the clone over to the JSW project.

[Paul Statham]

I went into Project Settings > Automation > Custom Rule and set the following:

When -> Status Changed

If -> Issue Matches status = "In Progress"

Then -> 

And the options I have for "Then" are:

* Transition Issue

* Add Comment

* Alert User

* Edit Request Type

* Archive Issue

* Auto-approve/decline

* Webhook

* Send Email

[Mikael Sandberg]

Are you using Jira Cloud or Server/Data Center? If you are on Server/Data Center that would explain it, since there is a feature difference between Automations Lite and Pro.