How to Automate the Link Between Jira Service Management and Jira Software? Case 1

Question

Hello community,

I am looking for the best way to automate the integration between Jira Service Management (JSM) and Jira Software, specifically in the following area:

Linking tickets with issues in Jira Software

How can I automatically associate a JSM ticket with an issue in a Jira Software board?

In our organization, we currently receive tickets via Jira Service Management, where users submit questions, issues, requirements, and other requests. We are looking to use Atlassian Automation to transfer these tickets to a Jira Software board under certain conditions. For example:

* If the request is related to Packaging, automatically send the ticket to the Packaging Jira board, ensuring all details are properly attached.

Any insights or recommendations would be greatly appreciated.

Thank you in advance!

Trudy P Claspill · Answer

Hello Julian,

First question: Are these two projects both Company Managed or both Team Managed or one of each? Get that information from the Type column on the View All Projects page under the Projects menu.

Second question: This applies only if your JSM project is Company Managed - are you linking the request form fields to fields in the JSM issue that is being created?

Third question: Do you have comparable fields (same field type, same options) added to the issues in the Software project?

Depending on the answers above you may not be able to select the fields from Choose fields to set in the Edit Issue action in the automation rule. You may have to use the More options area and JSON code to copy the data from the source issue to the destination issue.

Julian Andres Carvajal Bedoya · Answer

Hello @Trudy P Claspill

Thank you for confirming that we are on the right path! I really appreciate your guidance.

However, I am indeed facing some difficulties in copying all the details from the JSM ticket. I am not sure how to enable certain fields and properly transfer that information to Jira Software through automation.

For example, I am unable to find the "Plant and Line" field among the available options when configuring the automation. How can I ensure that this field and other similar ones are correctly mapped and transferred?

Any advice would be greatly appreciated. Thanks again for your help!

Trudy P Claspill · Answer

Hello @Julian Andres Carvajal Bedoya

The rule image you provided shows that you are on the correct path for achieving your requirement.

Do you have specific questions about this process? Are you having trouble copying specific fields or other information from the JSM issue to the Software issue?