The Request field is not cloned from the JSM project to Jira software project

Question

Hi,

I have two projects, Project A a JSM one where requests are submitted to our team, and Project B, as Jira SW project, that all requests are cloned to from project A so the internal team can start working on them

Now, the issue is that the request types that i created in Project A don't get cloned with the tickets to project B even though i have the field in the clone automation rule, and everytime i get this automation error

Any help on how to solve this?

Heba Rezk_6l2kj7 · Answer

@Nic Brough -Adaptavist- one more thing, when i moved the issue from the JSM to Jira software project, the request field was moved as well, so now i got the field filled in the jira software, which means i can clone it (it is a custom field)

What am i missing here

Heba Rezk_6l2kj7 · Answer

I see.. So if i changed the automation from "cloning" the ticket to "create linked issue", can i still filter to show submitted tickets in my jira software project, based on the request type from the jsm one?? I am not sure how but what i need is to list all tickets from project B (jira sw one) which is created linked issue in project A (JSM) has request type "new" for example
I need to use this filter in a jira dashboard, so if this is feasible in jql, let me know

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

Software projects do not have Requests, Jira has no choice but to drop that part of the issue when there is one if you move an issue from a JSM project to a JSW one - there's nowhere for it to exist.

You should not be trying to clone the issues though - your agents should be using "create linked issue" for their issues that need to go to JSW, JPD, or JWM projects - this automatically creates a relationship between the customer's issue/request and the new item.