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Connecting a Service Desk to a Classic Software JIRA project?

laura.p

Hello,

My team works with a Classic Software JIRA project.

We'd like to have an online portal with a form that stakeholders can fill out to create requests for our project. The portal would automatically show the required template and automatically assign the right component, based on the selection.

It sounds like what a Service desk would do, but so far, we've only been able to:

1- create a *separate* "Classic Service Project" (like a Helpdesk)

2- enable an automation rule that closes the ticket created through the Helpdesk and clones it on our Classic Software JIRA project.

By doing so, some of the information is lost though. Ideally, the form should be linked to our main JIRA project without the need for a separate project. I recall this used to be possible in my previous company.

Could anyone point me in the right direction?

Thanks!

Comments

John Funk

Hi Laura - Welcome to the Atlassian Community!

The only way we have seen to get a form copied from a JSD/JSM project issue to a Classic Software project issue is to use the add-on Deep Clone. It's the only thing I have seen that will copy over the form.

Marlene Kegel - codefortynine

Welcome to the community, @laura.p.

Hello @John Funk

I am the product manager of Deep Clone for Jira.

It's indeed possible to clone advanced issue content with our Jira cloud app. You can also create a clone automatically on a workflow transition by creating a Deep Clone post-function.

If you have questions or feedback about our app, don't hesitate to contact our support.

John Funk

Hoping y'all can get it connect to Automation for Jira at some point. ;-)

Marlene Kegel - codefortynine

Me too, @John Funk!

If you know people who need this, let them know that they should get in touch with us. Unfortunately we cannot enable it on our side, but this feedback would help to point out the priority of that feature.

Currently there's a workaround with looping transitions, but I agree that it would be better to have it within Automation.

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