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Can I use Automation to create a Jira Software Card when I close a Jira Service Management issue?

Steven Wills_sybsmw

I realize there are far better ways to do this, but I am trying to solve a unique problem. Where I work, we don't have an internal ticketing system. We only have a ticketing system for customer requests. Jira Service Management does everything I need to solve this problem. It allows me to make custom request forms and present a central request portal to users and HR. The notifications are extremely granular, and users can view their requests. Which is all awesome.

The problem is - we are expected to log everything we do in Jira Software to track our time. And there are genuinely times we will need Jira software so we can have Epics / track larger projects and maintenance. So we can't work entirely in Service Management. But if we have both, I know the powers that be won;t want to pull two reports for time and they will get into the weeds of - what belongs where. So they'll ultimately want everything logged in Jira Software.

Is it possible to use the Automation to clone a card / issue marked as done in Jira Service Management over to Jira Software?

Thanks.

Accepted answers

Jack Brickey

Hi @Steven Wills , I will not tackle the merits of what is the right solution for tracking time in which application, but rather focus on your specific request.

yes absolutely you can do this with automation and quite easily, unless there are some extenuating circumstances which you have not surfaced here. Here is an example of what your rule would look like.

create a multi project rule or global rule, so that it will work across your two projects
trigger - issue transitioned into done/closed for your JSM project issue
condition - create any conditions that will zero in on the proper JSM issue transition to done what you wish to clone.
action – Clone issue and choose your JSW project. Note, I am unsure if clone is really the right way to go, but that is for you to decide. For me, I would likely just create a linked issue in the JSW project and build the summary something like {{issue.key}} is complete - this issue is to record the time spent on the issue

i Hope this helps

Joseph Chung Yin

@Steven Wills -

I agreed with what @Jack Brickey suggested to you. Keep in mind that to create cross projects automation rules (AKA Global Rules), you will need to be system admins for your site. It means that you are not just limited to access JSM projects/product, but also Jira software projects/product.

A suggestion for you to remember that you will still need to manage your Jira project properly and not just creating issue in the Jira Software project + linking it back to your JSM projects.

Here are some reference links for you on Automation for Jira in case you don't have them yet -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/
https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC
https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/
https://support.atlassian.com/cloud-automation/docs/debug-an-automation-rule/
https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update (This is because that you need to know the usage limitation (# of executions)

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

All comments

Jack Brickey

Hi @Steven Wills , I will not tackle the merits of what is the right solution for tracking time in which application, but rather focus on your specific request.

create a multi project rule or global rule, so that it will work across your two projects
trigger - issue transitioned into done/closed for your JSM project issue
condition - create any conditions that will zero in on the proper JSM issue transition to done what you wish to clone.
action – Clone issue and choose your JSW project. Note, I am unsure if clone is really the right way to go, but that is for you to decide. For me, I would likely just create a linked issue in the JSW project and build the summary something like {{issue.key}} is complete - this issue is to record the time spent on the issue

i Hope this helps

Steven Wills_sybsmw

This does help and a linked issue makes a lot more sense. That will also help sell this. Thanks. I will try this out.

Steven Wills_sybsmw

I can only see Jira Service Management Projects and not Jira Software Projects when trying to build the rule. Doing some research.

Steven Wills_sybsmw

I can only see Jira Service Management Projects and not Jira Software Projects when trying to build the rule. Doing some research.

Steven Wills_sybsmw

I see why. I will need to reach out to our Jira admin. thanks again.

Joseph Chung Yin

@Steven Wills -

A suggestion for you to remember that you will still need to manage your Jira project properly and not just creating issue in the Jira Software project + linking it back to your JSM projects.

Here are some reference links for you on Automation for Jira in case you don't have them yet -

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/
https://www.atlassian.com/software/jira/automation-template-library#/rule-list?systemLabelId=all&page=1&pageSize=20&sortKey=name&sortOrder=ASC
https://support.atlassian.com/cloud-automation/docs/what-are-smart-values/
https://support.atlassian.com/cloud-automation/docs/debug-an-automation-rule/
https://www.atlassian.com/blog/announcements/cloud-automation-packaging-update (This is because that you need to know the usage limitation (# of executions)

Hope this also helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

Steven Wills_sybsmw

Yes, I understand only admins can create Global Rules and yes, I will still need to manage my Jira project.

I have to manage the Software Project regardless. Using JWM will cut down a large amount of manual work because users submitting requests will provide the details via request forms. I'll work the issue, close, and it automatically creates over in Jira Software. Then I fill out my time and close. Not the best workflow, but it's what I have to do. Plus, this way I am only managing things in two places rather than several like I am currently. I also get all of the benefits of JSM such as queues and the Help Center portal and Request Type and Forms.

Yes, I have read and am familiar with those docs I was just unfamiliar with creating cross product automation.

Thanks much for the insight.

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