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When I move a ticket the value of the field Labels is not transferred

Sofia Grunspan

Hi! Tickets are created on a project in Jira Service Management and the they are move to another project that is software type.

When the ticket is moved, the value of Label is not transferred.

Do you know why this happens? There is a way to fix it?

If I create an automation rule to clone tickets am I going to have the same problem?

Thanks.

Accepted answers

Trudy P Claspill

Hello @Sofia Grunspan

I recommend that you confirm that your source project and your destination project actually use the same Label field.

Instructions for finding the custom field ID for any field are provided here:

https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

Use this method to get output for an issue from the source project where Label has a value, and for an issue from the destination project where Label has a value. Find the actual Label field with data in the output. Check the custom field ID for that field. Make sure that the Label values are appearing in the same custom field (based on field ID) in both projects.

All comments

Trudy P Claspill

Hello @Sofia Grunspan

I recommend that you confirm that your source project and your destination project actually use the same Label field.

Instructions for finding the custom field ID for any field are provided here:

https://support.atlassian.com/cloud-automation/docs/find-the-smart-value-for-a-field/

Sofia Grunspan

I'm using the system field Labels, there isn't other field with the same name.

Trudy P Claspill

I just tested moving an issue with a value in the system defined Labels field from a Company Managed Service project to a Company Managed Software project, and the value in the Labels field was retained during the move.

Are the projects Team Managed or Company Managed?

Are you using the Move function or the Clone function?

You initially said you "moved" the issue but then you talked about creating an rule that would "clone" the issue.

Sofia Grunspan

Hi Trudy, both projects are company managed, one is Service Management and the other is software.

Currently the tickets are being moved manually but they want to implement, in the future, an automation rule. As "Move ticket" is not available as action on an automation rule yet, they will probably clone it.

Anyways I've found what was wrong, the destination project, the software one has an automation rule that change "Labels" field values when the tickets are moved from the service management project.

Thanks for your answer, the instructions for finding the custom field ID is something I didn't know and was helpful.

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