Want to Link Jira Service Management Issue to Jira Software Project

Question

I have a situation where the customer opens a ticket on my JSM for a new Development Project. I cannot create or track the new project on JSM because JSM doesn't have the functionality which Jira Software have. I want to link the customer ticket to the Complete Jira Software Project, Can it be possible? or is there any better approach or suggestions?

John Funk · Accepted Answer

Hi Muhammad,

Sure, you can do that with an Automation for Jira rule. Create a rule with an Issue Created trigger.  Then add any Conditions needed.

Then add a new action for Create Issue. There you can identify the JSW project to create the new issue in.

Finally, add a Branch for the most recent created issue. Then add a new action for Link Issue to Trigger issue.

Julien Béchade · Accepted Answer

Hi Muhammad,

@John Funk is right, Automation is your friend here.

What we've done at our company is use the "Escalated" state to trigger a rule that will clone the JSM ticket to a JSW project of our choice then add a "Clones" link with the reference to the cloned JSM ticket.

Furthermore, we've created several other rules to bind the lifecycle of the cloned ticket to the one in our JSW project so the customer is aware of the progress made to her/his escalated ticket.

This might look different to what you want to achieve but, in essence, I think it's what you need.

Cheers.

Julien.