Cloning an issue from JSM to JS

Question

Hello,

I have a question about an automation from Jira Service Management to Jira Software.

I explain the context:
When an issue is opened from the JSM portal and enters the waintg for support queue, we escalate it to the appropriate project once we analyse the issue.
I have an automated system that works well for me, which is:

When we go from "waiting for support" to "escalated" it clones the issue and creates it as an issue type bug. So far so good.

The problem is that the clone should go to the project I choose (usually a project with a client name) but it clones to the same JSM project.

I include a condition that is the name of the client project in question but it still clones the issue in the JSM project.

I hope you can help me because otherwise I can't use JSM properly.

Best regards.

Nic Brough -Adaptavist- · Accepted Answer

Clone does what it implies - makes a copy of the original.

Moving an issue to a different type or project is a structural thing that cannot be automated - a human really needs to look at the issue when you move it.

Generally, you should not be trying to clone issues into other projects (and if you do, you need to "clone and move"), the best thing to do when a request leads to a development issue being raised is use "create linked issue"

Fazila Ashraf · Accepted Answer

Hi @Tamara

If i understand you right, you have to set the condition first, like

if Client = A

then

Clone issue to "Project A" (instead of 'same project as trigger')

Let me know if i misunderstand or miss something..

Alex Koxaras -Relational- · Accepted Answer

Hi @Tamara

You can achieve that by using smart values. In order to achieve this you have to make a few steps first:

* Create a Project List field
* Create a new screen and add the above created field
* Add this screen to your transition from a status to escalated
* Make this field mandatory by adding a validator (optional)
* Create the rule which I describe later on

When the user transitions the issue to escalated, he/she will have to pick a project to clone the issue to:

Create your rule like below. Please update your trigger to the issue transitioned (ignore mine, because I set it to "issue updated" so that I can make a few tests).

Create a variable (e.g. "myProject" which will store the if of the project which the user will select on the previous image :

Add an IF component, just to check if the project list field is populated

Go ahead with your clone component and place the smart value {{myProject}}, which is the name of the variable you created in the first place.

I've tested it and works fine. One thing you have to take into account, is that the actor of that rule must have the create/edit issue permission on the target project. Additional permissions might be needed.

Let me know if you got this thing working!