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Is there a way to clone an estimated ticket in JSM to another company wide project to complete?

james.lim

We are starting the JSM journey and looking to integrate the tickets that get triaged/estimated cloned into the relevant engineering project upon reaching a certain column to then be completed however that team wishes to complete.

whats the best way to do this?

Then an admin on the JSM side can move that ticket based on notifcations/updates from that project team.

* understood that moving an issue completely is not ideal as JIRA deletes the original ticket from the original board.

*if any of the above has an automation in JIRA we can use, that would be very helpful!

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John Funk

Hi James - Welcome to the Atlassian Community!

Not sure I am completely following you. The JSM ticket comes in and you clone that ticket to a Jira Software project at some point in the workflow. Correct? Are you needing help with that? Or when something happens later?

james.lim

Hey John,

thanks for responding! i updated the ticket as actually didnt raise a question!

whats the best way to do this?

Luka Hummel - codefortynine

Hi @james_lim and welcome to the community!

If you are willing to try a third-party app, you could try our Deep Clone for Jira.

Deep Clone can clone your tickets from JSM to any other project type with their comments, attachments, and other custom fields.

You can also use a Jira Automation or status changes to trigger a clone with the Post Function Clone feature.

John Funk

So if I understand you, when the request ticket reaches a certain step in the workflow (i.e. status) then the issue should be cloned into the engineering project. Correct?

If so, you can create an automation rule based on an Issue Transitioned trigger. Choose the status that it is transitioning into.

Then add any Conditions about the request ticket if needed/desired.

Then add an action for Clone Issue - be sure to change the Project to reflect the one it is going into.

james.lim

Thanks for this, after an issue transition trigger, can the ticket then be moved to another project board?

if so, will it need to be cloned first before moving it to another board or can both actions happen in combination?

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