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Cloning Jira Service Desk ticket to Jira Core

Rodrigo Illera

I want to clone a Jira Service Desk ticket to Jira Core

I've tried the option "Create linked issue" as well as cloning and moving but I have not succeed.

The problem is that the issue can only be cloned into another Jira Service Desk project. I can't clone it into Jira Core.

When moving a ticket I'm not being offered the list of projects hosted by the Jira Core instance that is connected to my Service Desk.

Is it possible to clone these tickets?

Could it be a problem with the connection between this two applications (Jira Service Desk and Jira Core)? I'm able to link Jira Service Desk issues to Jira Core issues and the other way round; so I don't think that might be the problem.

Accepted answers

Thomas B

Hello @Rodrigo Illera

The reason you are unable to link issues from JIRA Service Desk to JIRA Core is because you are running the software as two separate instances. You'll need to install JIRA Service Desk on the same server as JIRA Core. The migration shouldn't be too difficult and you should not lose any data during the transition. Please see here for more info: https://community.atlassian.com/t5/Jira-Service-Desk-questions/Cannot-create-linked-Jira-Core-issue-from-SD/qaq-p/687276

Please up vote as resolved and create a new question for the community if you have issues with the migration. Also - please let me know if you have any other questions!

Thanks!

- Thomas

All comments

Rodrigo Illera

By the way, I reviewed the following answers but they didn't work for me:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Cloning-Jira-SD-tickets-into-Jira-SW/qaq-p/712881

https://community.atlassian.com/t5/Jira-questions/Copy-or-clone-issues-from-Jira-Service-Desk-to-Jira-Software/qaq-p/862757

https://community.atlassian.com/t5/Jira-questions/Duplicate-a-ticket-from-Jira-service-desk-to-Jira-core-by-click/qaq-p/278675

Thomas B

@Rodrigo Illera I am an admin in our system and I am able to "Create linked issue" into Jira Core from Jira Service Desk. A while back I experienced an issue when I selected "Create linked issue" on a specific version of Jira Core.

Are you a system admin in both Jira Service Desk and Jira Core?
What version of Jira Core are you running?
What version of Jira Service Desk are you running?

These answered should help narrow down this issue. Thanks!

Rodrigo Illera

Hello Thomas,

These are the versions of Jira Service Desk and Jira Core:

Jira Core 7.12.3
JIRA Service Desk 3.15.3

I'm NOT the system administrator in either of these applications.

Thanks for your help,

Thomas B

Perfect, thanks for that info... according the Atlassian's Compatibility Matrix, your system is compatible (The Matrix). This makes me think that either:

You applications are not linked. You can check this if you go to Jira Administration > Applications > Versions & licenses to see if they are linked. If they are not linked, see the integration steps here: JSD & JIRA CORE Integration
If these applications are already linked, I would limit this to permissions issues from Jira Service Desk to Jira Core.

Since you can already link issues from JSD to Jira (or Jira to JSD), I would suspect the issue is #1. Please let us know if your applications are linked.

Thanks

Rodrigo Illera

Thanks for your answer Thomas,

I've read the documentation that you've shared with me: JSD and JIRA core integration

"To utilize full integration benefits, Jira Service Desk needs to be installed alongside Jira Software. Since Jira Service Desk and Jira Software run on the same interface, you can administer both within the same tool with no additional configuration. To install Jira Service Desk, follow the Installation steps and place it on the same server where the Jira Software is installed."

I've recently learned that we have Jira Service Desk and Jira core in different servers.

Could this be the reason why we're not able to create linked issues?

Thomas B

Hello @Rodrigo Illera

Please up vote as resolved and create a new question for the community if you have issues with the migration. Also - please let me know if you have any other questions!

Thanks!

- Thomas

Rodrigo Illera

Thanks for your help, Thomas. I've accepted the answer.

I'll talk to my system admin to tackle the migration. I'll share with them the documentation you've shared with me.

Regards,

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