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Rule Automation

Jairo Monteiro

I'm trying to create a simple automation that matches the following:

1- When a call is made to move Project A to Project B, it should:

2- Create a clone, copying all fields identical to the original;

3- That this clone is "created" in the Project A queue; and

4- Its status is already set to Completed;

I'm having difficulty with step 4, which is that the clone
CLONE - {{summary}} is created in Project A with the status Completed.

Accepted answers

Anthony Morais

Hi @Jairo Monteiro

It seems your issue with step 4 might be related to the workflow configuration — specifically, there may be no transition that allows an issue to move directly to “Completed” when it’s created.

You can try enabling the option:

“Allow all statuses to transition to this one”
for the Completed status in your workflow.

Alternatively, please share the rule audit log (with the error details) so we can better understand what’s preventing the status update.

Hope that helps!

All comments

John Funk

Hi Jairo,

Please share the rule that you have so far. Also, if you are trying to Move it to Project B, why are you cloning it into Project A? I would think you would clone it into Project B and then mark the original issue as Completed in Project A. Is that what you are really trying to do?

Anthony Morais

Hi @Jairo Monteiro

You can try enabling the option:

“Allow all statuses to transition to this one”
for the Completed status in your workflow.

Alternatively, please share the rule audit log (with the error details) so we can better understand what’s preventing the status update.

Hope that helps!

Jairo Monteiro

Current Scenario

I have a Service Desk (SD) team responsible for receiving requests from all departments of the company. These requests come in by email, and the SD team creates a ticket in Jira Service Management, regardless of which IT team will handle it (NOC, SOC, Data, Hardware, Telecom, Ombudsman).

When the SD identifies that the ticket should be handled by another team, they move the original ticket to the appropriate project/queue.
Example: Ticket #01 – “Extension unavailable” → moved to the Telecom project.

Problem

When a ticket is moved to another team, it is not counted as part of the SD’s handled volume. This means I lose visibility of how many tickets were initially received and redirected by the Service Desk. In other words, there is no volumetrics on transferred/moved tickets.

Requirement

When the SD moves a ticket to another team, I need the following to happen:

The original ticket should be cloned, keeping the same information, so we maintain a record of the SD’s workload and the number of tickets they forwarded.

The cloned ticket should be created with a different status from the default initial status, indicating that the SD has already performed the triage before assigning it to the correct team.

This is the situation I’m trying to solve, and I would like recommendations on the best way to implement this in Jira Service Management.

Jairo Monteiro

@Anthony Morais

Muito obrigado de coração, deu certo, super certo. Alterei no fluxo e foi de primeira.

I can’t thank you enough — truly, thank you from the bottom of my heart! 🙏
It worked perfectly, spot on! I made the change in the workflow and it worked on the very first try.

Your help made a huge difference, and I’m really happy and grateful for your support! 🌟