JIRA Service Desk to JIRA Software Clone and Link

Question

Hello,

I am trying to clone and link JIRA Service Desk Tickets that will allow me not to require more service desk licenses:

1. Customer submits a idea card

2. Idea Card is cloned to LEAN card Software

3. Cloned Issue is linked

4. When LEAN issue is updated (comment, transition, edit) those changes are sent to the linked service desk ticket which is edited, transitioned, or commented based on the linked issue.

How can I accomplish this? Whenever I have an automation to clone the issue, I get an error that states "Can not create issue in project/issue type"

Joseph Chung Yin · Answer

@Preston Warden -

If you try to clone an JSM ticket into a Jira project using the Clone Issue function, this Clone action will not work because Cloning issue can only be done for the same project.

However, you can customize your JSM project workflow to auto create an issue (Jira issue in your Jira Project) at any status transition via post function.  We use JMWE (https://marketplace.atlassian.com/apps/292/jira-misc-workflow-extensions-jmwe?hosting=cloud&tab=overview) add-on to accomplish the auto Jira issue creation.  This is an must have add-on to any Jira/JSM environment - a great tool.

You can then use what @Mikael Sandberg recommended using the out of the box JSM automation to trigger auto closure of your JSM issue with linked Jira issue is closed.  NOTE - This works if you only going to have one linked issue to your JSM issue.  Otherwise you will need to customized your WF at your Jira project end with custom scripting to closed out your JSM issue.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

Mikael Sandberg · Answer

In your automation rule, have you changed the scope to include the Software project? If you created the rule from the JSM project it will only apply the scope to that project.