Jira Automation: How to clone an issue from to another project and set Request Type

[Patrick Haley]

Hey everyone, I could use some feedback on how to tackle this scenario. I have a project called "SUPPORT and another project called "DEV". I have an automation set up so that when an issue in SUPPORT is transitioned to "Escalated" it clones the issues relevant details to the DEV project and links them together. Both projects have identical Customer Request Types, but I can't set it in the cloned issue.

Any ideas on the best way to copy the Request Type from the source issue to the destination issue?

[Kian Stack Mumo Systems · Accepted solution]

@Patrick Haley, 

I think the challenge here is that the request types are not shared between projects. Even though they have the same name, they are not the same object. As such, it's not quite as simple as cloning the issue as allowing the value to carry over.

You could try to write an If/else branch to clone depending on the request type and then hardcode that value into the "Edit request type" action.

[Patrick Haley]

Yea I can see that working. I had a feeling it was going to be a work around of some sort.

[Luka Hummel - codefortynine]

Hi @Patrick Haley

If you are willing to use a third-party app, our Deep Clone for Jira can make escalating your issues easier. It will also clone the request type as long as it's available in the target project.

My colleague @Marlene Kegel - codefortynine even wrote an article about using Deep Clone to escalate issues from support to another project.

I want to add that you also can Deep Clone have triggered by a post function when transitioning to your "Escalated" status, or use that feature to integrate Deep Clone into your Jira Automation with looping transitions.

[Syed Majid Hassan -Exalate-]

Hi,

This is Majid @ Exalate. 

Are you running into this? I believe you might be. If the symptoms are for this problem, the workaround would be to populate the Request Type into a custom field on destination side, and then use an automation rule to populate the actual field. Or, you can use an integration app like Exalate to automate this entire integration. 

Hope it helps. 

Thanks

Majid

[John Funk]

Hi Patrick,

Are both projects Jira Service Management projects? 

[Patrick Haley]

Yes they are.