Updating Jira work tasks from JSM and vice versa

Nigel Allen

Greetings

Fighting and learning at the same time. I want to set up an automation rule that when a customer updates comments on a JSM ticket, either by email or via the portal, the same comment gets added to the associated JIRA work ticket (assuming one exists).

It would also be fantastic if we could set this up the opposite way as well, so comments made to a JIRA work ticket that has an associated JSM ticket would update that as well.

Any suggestions would be gratefully accepted.

Thanks and Regards

Nigel.

Mike Clarke_wybik5

Hi Nigel,

There are a couple of posts on this, do either of these options help?

https://community.atlassian.com/t5/Jira-questions/How-to-copy-comments-form-a-ticket-in-Project-X-to-a-related/qaq-p/1013279#:~:text=The%20best%20option%2C%20in%20this,Automation%20Lite%20for%20Jira%20Cloud).&text=Please%2C%20give%20it%20a%20try,us%20know%20how%20it%20goes.&text=Hello%20Neil%2C,issue%20and%20import%20into%20another.

or

https://community.atlassian.com/t5/Jira-questions/Copy-Comment-to-linked-Issue-when-new-comment-is-added/qaq-p/1604705

You could look at setting up a custom link type between the JSM and Jira Work Management projects to limit the scope of the rule.

You can also do something quite cool in the workflows of either app called a "recursive transition" where the transition loops back into the same status, and this appears as an "Action" button on the Jira UI.  When you have this transition set up you could  add an automation rule to say when an issue transitions from STATUS to STATUS (following your recursive workflow) then create a new issue in Project X and copy the relevant fields across, and set the link type as (whatever your new link type is)


Hope this helps