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Including 'Internal Note' when creating a linked issue from service desk to business project

Angela Danner

I work with Jira Service Desk where I create a linked issue to another business project (Product Development Team). When I create the linked issue, the Description is included by default.

However, I also want to include 'Internal Note' which is the second text field we have in our Service Desk.

How do I do this? I do not find any settings to include this second text field when I created a linked issue.

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John Funk

Hi Angela - Welcome to the Atlassian Community!

How are you creating the business project issue? Are you cloning the JSD project issue? Are you creating using Automation?

Also, since it is going to a different project, is the Internal Note custom field on the screen used by the Business project? And is the custom field in the context to be used by the Business project?

Angela Danner

Hi John,

Apologize, I am quite new in Jira so I might not explain myself clearly.

If you see the picture, I use 'Link Issue' from our Service Desk ticket here to create the business project issue (in our company for our Programmers).

However, when the new issue is created, Only the 'Description' part is included and the 'Internal note' part is not.(I have to type it again manually so our programmers can see the complete information).

Is there a way to include both of these fields, Description AND Internal Note?

Thanks in Advance.

Jira CS.JPG

John Funk

Okay, thank you for the additional information.

No, you are not going to be able to copy the value over just by creating it that way as the custom field is not available during create.

You can probably create an Automation rule that will fire and copy the value over the linked issue when a linked issue is added to the JSD issue.

If you have not created Automation Rules before, here is some information to help get you started.

There are two types of automation:

Global: In the Free version, you get 100 executions per product, per month
Project: In all versions, you get unlimited executions per month

Automation Basics: https://www.atlassian.com/software/jira/guides/expand-jira/automation

You can do this via global rules to apply to all projects also. You'll need to be a Jira Admin/Site Admin, go to Jira Settings > System > Automation Rules (left-hand menu).

For more on using Automation For Jira see these help pages.

Jira Automation Template Library to help get you started quickly:

https://www.atlassian.com/software/jira/automation-template-library#/labels/all/customLabelId/1453

Angela Danner

Thank you for your prompt response. I will forward this to our Admin and see if we find set it up as per your advice.

Best regards,

Angela

melina_scholl

Hi John,

I am a college of Angela, and the admin of Jira in our company.

I have one more question to this.

What do you mean exactly by "... that will fire and copy the value over the linked issue when a linked issue is added to the JSD issue. "

Would be happy about further explanation.

Thank you!

Melina

Daniel Ebers

Hi @Angela Danner

I tried to reproduce the problem that the field is not copied over to the development project when creating a new issue using "Link issue" and were already prepared in mind to craft a automation rule but then I noticed that it is working - without the need of a automation rule.

Could you please check if the field "Internal note" is on the screens for the development project, not hidden by Field Configuration or that no other restriction of any kind apply?

Regarding Automation, yes, it will be useful - for example I tried a bit further and made a rule that will put the contents into a different fields, however I will not yet post it here to avoid confusion as I seem to have understood you want to use the same field.

That should be even more straightforward. So with this I'd suggest to check the configuration of "Internal note" for the development project.

Cheers,
Daniel

Angela Danner

Hi Daniel,

appreciate you looking into our problem here.

To your question:

- Internal Note is not hidden at the development project.

At the development project, they have following fields as default:

1. Description

2. Internal Note

3. Commit ID

4. Attachments (if any)

5. Linked Issues (if any)

6. Activity (with our comments, history, checklist history)

It is now important that when we create linked issue from JSD, whatever we have in the Internal Note there, will also be copied over to Development Projects.

Do you happen to find out the solution without using automation rule or if not, the automation rule tips you can give us? Thanks again in advance for your kind help.

Best,

Angela

Daniel Ebers

Hi Angela,

sure I can share my rule. In this example "Backout Plan" = what you are referring to as "Internal Note".

It is a very simple rule but in my tests it worked well. I am wondering if it would do the same for your requirements - considering that there are more fields to be carried over in your example.

For the trigger (here: Issue Created) I seem to have understood you prefer to choose "Issue Linked".

Regards,
Daniel

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