Setting up automation rules

[Victoria Vlad]

I am still new to Jira. I created a service project company-managed board that uses a form linked to Jira Help Center (we wanted anyone in our company to be able to submit requests without having full access to our Jira site & I was told this was the only way to achieve this).

I also created a software project company-managed board because we want to track/work the submitted requests under a Kanban board.

I was told in order to see the submitted requests in the kanban board, I would have to create an automation rule in the service project saying that any issues received should be copied or cloned (not sure) in the software project but nothing I try seems to work. Can anyone please give me some step-by-step instructions to follow? 

[Trudy Claspill · Accepted solution]

Hello @Victoria Vlad 

What have you tried? Where exactly are you struggling?

To start, go to your Service project, select Project Settings, then select Automation. This should get you to the page where you can create new Automation rules and see existing rules for that project.

Click the Create New Rule button.

For the Trigger, select Issue Created.

Next add a new Action and select Clone Issue for the action.

In the Clone Issue action, select the project where you want to create the copy of the issue, and select the issue type you want to use within that project.

You will need to select the fields you want to set in the new issue you are creating, and specify where the field gets it data from the fields in the source issues. 

That's the basics, if all you want to do is make a copy of the issue from the Service project into the Software project.

There may be other things to consider like do you want to copy every Service request, or do you want to make all the clones the same issue type regardless of the type of service request.

If you want to keep data synchronized between the issues, like issue status or copying comments, that will take additional rules.

[Victoria Vlad]

Thanks, @Trudy Claspill for your response. I did know how to add or create a new automation rule in the service project & had created 3 rules but none of them worked. I deleted all & followed your steps but got another error message. First, I noticed that I do not have a "description" section when creating my rule like your screenshot showed (I've included my own screenshot so you can see what I see). I also included a screenshot of the error message I got after trying to run the rule. 

[Trudy Claspill]

Only the Project, Issue Type, and Summary fields display by default in the Clone action.

You have to select the Description field as one you want to update when cloning the issue.

However, the error you got is not related to the Description field.

It is indicating that the type of issue you specified in the Clone action ("Same issue type as trigger") does not exist as an available issue type in the project you specified (TCST). 

Pull down the Issue Type field and select from the available issue types to specify the type of issue to be created in the specified project during the Clone action.

I notice also that the destination project name is "Test - Customer Service Tracker". Is that the name of your Software project where you want the new clone issue to be created? This field should be used to select the project where you want the new issue created.

Be sure that you select the Project first, then select the issue type.

[Victoria Vlad]

@Trudy Claspill while I waited for a response from the community, I did figure out that the type of issue in the service project has to match the issue in the software project. Once I figure that out, the automation ruled worked. After I got your response, I was then able to figure out how to make the fields I needed copy over, so I think I'm pretty much set. The only think I now need to figure out is how to edit a field in the Help Center landing page (I'll submit a separate question for that if I don't find it already answered). 

To answer your question, I named my software project "Test - Customer Service Tracker" because I'm testing all functionality before we go live with it. Once I have tested that everything works the way we expect it, I will remove the word "Test" from the title & roll i it out to my team.

Thanks again for all your help!!!!

[Krupasindhu Nayak]

Hi @Victoria Vlad 

In your service project got to Automation from Project Settings

https://<YOUR JIRASITE>.atlassian.net/jira/servicedesk/projects/<KEY>/settings/automate

Create Rule and select trigger as 'Issue Created'

Choose Action to Clone issue. Select the Kanban project from the drop down.