Auto update custom field in service desk project from software project

Question

I am trying to use automation rules in service desk project to auto update a custom field we have for our agents. This field needs to be updated with a field value in JIRA software project and this needs to be updated dynamically. Can someone guide me on how to do this. Whatever I try in automation rules, it shows me only the fields that I can select from the service desk project and not software.

Did anybody try this and had luck?

We are using JIRA Cloud. Thanks in Advance!

Mark Segall · Answer

Hi Anusha - Can you please show a screen shot of your rule?  It would help me understand where you're hitting a wall.

Also, can you confirm that you're an admin on the software project?

Anusha Sankepelli · Answer

Thanks Mark, I am setting it up as a global rule but can you explain on your #2. Whichever option I try, I am not able to select the custom field from the software project as a condition in my rule!

Mark Segall · Answer

Hi @Anusha Sankepelli - There are two things to consider:

* The rule needs to be set up as a global automation rule and setting it up so the two projects are in scope.
* A critical element to this is how the projects were set up.  If one of the projects is a team-managed project, it is going to be a little more complicated than company-managed, but may ultimately still be doable with some smart value ninja skills.