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How to copy/clone custom field from Service Desk to Kanban Board

Katrina Sarmiento

I have created automation where when a ticket is created from the portal it clones to the Kanban Board but it's only copying the Summary and Description, all the other custom fields are not copied. I have also created a custom field to the Kanban with the same name from the service desk. Please help.

Accepted answers

Kamil Blicharski

Do not create a new field, but use the existing ones (those you use at the service desk)
In addition, check whether these fields are also added in the ticket creation screen.

Lisa Grau

You dont need to create new fields for the Kanban project, you can use the same fields as on the Service Desk screen. If you create new fields, you often run into the issue, that you accidentally choose the wrong fields to copy the values when creating the automation.

All comments

Kamil Blicharski

Do not create a new field, but use the existing ones (those you use at the service desk)
In addition, check whether these fields are also added in the ticket creation screen.

Lisa Grau

Katrina Sarmiento

@Lisa Grau and @Kamil Blicharski my Service is team managed, should I use the company managed project type for this to work?

Lisa Grau

Ah, that explains it! Fields in team managed projects are only available in the project they are created in.

I managed to create an automation rule to copy custom fields from a team-managed to a company-managed project. Does the target-field has the right data type? Can it contain he value? F.e. a user-field couldn't contain usual text values.

Katrina Sarmiento

@Lisa Grau thank you, it worked!

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