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Automation rules between a service project & a software project

Victoria Vlad

Hello Atlassian Community!

I recently created 2 projects: a service project which captures requests/issues submitted via the portal. And the other is a software project which has the kanban board we use to work through the requests/issues submitted to us from the portal.

I set up an automation rule to clone all issues received in the service project into the software project (that's working great) but now I need to set up 2 other rules if possible.

1st rule would copy any comments from the service project to the corresponding cloned issue in the software project.

And the 2nd rule would update the status of the service project issue when the status of the corresponding cloned issue is changed in the software project (hope all that makes sense).

Thanks,

Victoria

Accepted answers

Els Bassant

Hi Victoria,

If the only reason to copy issues is to be able the use the kanban board then there is a workaround to use a kanban board with JSM project. You could also edit the filter query for an existing board to include the JSM tickets.

Kanban boards for JSM are also being rolled out in the next few months.
In both cases the developers working on the issues will need a JSM license for them to be able to work on the issues.

Of course you may have other reasons to use the two separate projects, just wanted to raise awareness.

Hope this helps,

Els

All comments

Fernando Eugênio da Silva

@Victoria Vlad

You can use this rule presented in Atlassian Automation Playground: Copy status updates across Linked Issues

This rule already copies comments. What you need to do is adjust the conditions to comply with the business rules of your own automation rule.

Additionally, you can use this same example to update status between issues in these different projects. Just change the trigger to Issue Transitioned and also the Action to Transition Issue.

Just remember that this will require your rule to be a global automation and for Standard sites, there is a monthly run limit for global automations

Els Bassant

Hi Victoria,

Kanban boards for JSM are also being rolled out in the next few months.
In both cases the developers working on the issues will need a JSM license for them to be able to work on the issues.

Of course you may have other reasons to use the two separate projects, just wanted to raise awareness.

Hope this helps,

Els

Helen C

Note attachments don't copy across only the text but there is a ticket in with Atlassian for that pretty sure

Victoria Vlad

Thanks @Els Bassant for this great suggestion. I did not know this workaround existed, otherwise, I would have created my JSM project with a Kanban board from the beginning (I did not need the software project kanban board for any other reason other than to work tickets). I have everything in one place now which is wonderful.

Only issue now is, I cannot seem to be able to assign issues to folks on my team like I could when the kanban board was part of my service project...is this because I saved the board to my personal space? If so, how can I move this kanban board out of my personal space so I can assign tickets to folks?

Victoria Vlad

Thank you for your prompt response @Fernando Eugênio da Silva . Now that I know I can add a kanban board to my JSM project, I do not need to have comments or statuses copied over.

Els Bassant

Hi Victoria,

I've never used boards in a personal space, so I'm not 100% sure on this one, but I can think of two options:

1. Your team members are not part of the Service Desk Team role in the JSM project. This is needed to assign issues to them and allow them to work on issues.

2. The board is not shared with your team members. Check the board and board filter settings to make sure it is shared with your team.

If your team members can see the board then it is probably not the second. My first guess hunch would be to check the roles and permissions of the JSM project to make sure your team members have all the permissions that they need.

Victoria Vlad

No worries @Els Bassant I did figure out how to assign issues to my team (I had to invite them to my board as "agents". Once I did that, I was able to assign the issues). Simple "fix" in the end :-)

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