Can I use one Service Project to feed issues to multiple software projects?

Question

Hi folks, thanks in advance for any assistance...

I'm trying to create a "front door" for a department that has multiple teams within it.

Each team has it's own project in Jira.

I'd like to use one service project to act as the initial customer "landing zone" and based on perhaps the request type (or some other Jira magic) that the customer would select, I want the resulting issue to be raised in the correct Team's project.

So far I've only been able to work out how to create issues in the service project the portal exists in.

Can what I'm trying to do be done?

Dean Langford · Answer

Hi @Sayed Bares [ServiceRocket] well you're advice worked well. Thank you. I've been able to clone an issue into different software projects based on the request type a user submits via a service project.

Now I'm having a different but related challenge...

When I created the the Request Form that I then associate with the Request Type I added some short text fields and drop downs radio buttons etc. so I could see how the form structure works with the section logic and stuff. But when I clone the ticket none of that data is passed to the cloned issue.

I'm guessing all the fields I created in the Request From are all considered "customfield" which if I've read the documentation correctly means I may need to add a pile of json to the "additional fields" option in the "Clone Issue" step of my automation. If I am reading that right then I don't have the experience/knowledge to do that. <sigh>

Dean Langford · Answer

Thanks @Sayed Bares [ServiceRocket] this sounds encouraging.

I'm off to read some automation documentation and watch YT vids I guess. Thanks again for the pointer.

Sayed Bares [ServiceRocket] · Answer

@Dean Langford You can do this with automation which you can add in your JSM project and you can check for request type in an If/else block and then Clone issue to created into your respective project.