Automation: Cloning a Service Project Ticket into a Software Project

Question

Hello!  Question for the group.

I have set up a "Raise a Request" as a part of a Jira service project, and am trying to get an automation that clones the request, and sends it as a task to my backlog as a Software Project.  Both are Team Managed Projects

My issue is that in the Service Project, I have a bunch of custom fields that as a part of the request, and I cannot get them to appear (or populate) in the cloned tickets (Service Management).  The ticket IS appearing in the backlog, but not with any of the fields or data that I need.

In my automation I currently I have 1. "When the Issue is Created" 2. "Then Clone issue into" and have all the custom fields "Copy from trigger"

Let me know if you have a solution!

Trudy P Claspill · Answer

Team Managed project custom fields can't be shared.

The way to ensure the right data is being copied from the correct field and into the correct field is to use the Advanced Editing with JSON (More options) feature.

https://support.atlassian.com/cloud-automation/docs/advanced-field-editing-using-json/

The only other alternative is for the custom fields to be recreated as Global custom fields that can be used by both Company and Team Managed projects. You would then add those Global fields to both projects. In the Service project you would have to move all the data from the current project-specific fields into the Global fields. You would probably have to make other changes to filters and forms and request types to accommodate that change.

If the Team Managed projects use Global custom fields then the data can be copied directly as I showed in the image in my previous reply.

Jeremy Snyder_fcagsy · Answer

@Trudy P Claspill Thank you for your detailed reply.  You are correct, my issue was #2, custom fields I created in a project.

I have used /rest/api/2/issue/<issuename>?expand=names to see all the custom fields, and input them into the automation, but I am getting "Unknown fields set during clone, they may be unavailable for the project/type. Check your custom field configuration. Fields ignored "

I am assuming this is because these fields only exist in the service project, where I created them, and not in the software project.  Is there a way around this?  And thank you for your help.

Luka Hummel - codefortynine · Answer

Hello @Jeremy Snyder and welcome to the community!

If you're looking for a reliable way to clone Jira Service Management tickets into a Jira Software project with all custom fields intact, you might want to explore our app Deep Clone for Jira. It allows you to clone issues with all details, including custom fields, across different projects. The app is designed to handle complex cloning scenarios, which might resolve the issues you're facing with custom fields not populating correctly.