Creating a service ticket from a JIRA Project task

Patrick Windsor

Hello,

I have a unique use case I am wondering if anyone can provide some guidance on. We perform audits for a customer that we support. We use a JIRA Classic Project to create a task for every audit we need to perform. In that JIRA task, we have a custom field with the email address for the person we are auditing. This customer is used to working from our support desk, so what I would like to do is from the the JIRA Task I would like to create a support ticket and link it to the JIRA task, but the catch is that I would like the "Requester" to populate from the Custom Email address field I have in the project task. When we create the JIRA Support Task, it would send an email to the Requester and we could communicate with  the person being audited via the support desk.

Just as an FYI, I know I can create a support ticket from a JIRA task using the link functionality, but it does not let me set the requester.

Is there a way to do this.

Petter Gonçalves

Hello @Patrick Windsor

Thank you for reaching out.

Per your description, I understand you want to create a new Service desk ticket linked to a task, automatically copying the custom field value from the task to the newly created service desk ticket. Have I understood it correctly?

Your goal can be easily achieved with project automation if you use a Parent and sub-task relationship to link the task and the service desk ticket. These would be the steps:

1. navigate to any project in your site > Project settings > Project automation
2. Click to create a Global rule, which can be applied to multiple projects
3. Create a rule to copy the value from the custom field of the linked issue, properly triggering in the creation of the Service desk ticket. Like the one below:
   
   

Let us know if you have any questions.