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Jira Service Desk To Software Kanban Base Case Issue

I am trying to have customers fill out a request in Jira Service Management and have those requests appear as issues in Jira Software (all on the cloud). The request is a basic one, where customers would only fill out the default summary field. I am using automation to do this starting with the most basic case (just create an issue, not even populating custom fields):

Automation rule:

Screenshot 2022-05-20 103530.pngScreenshot 2022-05-20 103608.png


However, with this, I get an error:

Screenshot 2022-05-20 104036.png

Looking around, I only see related issues in the context of modifying custom fields (which is something I will look into later). However, I thought this would be more straightforward and should result in no errors. Is there any advice on how to solve this problem?

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Fabian Lim
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
May 20, 2022

Hi @Dat Mai

  • I don't think you need re-fetch, so you can remove that.
  • Check that the rule is set in the admin global administration and set it to multiple projects where the rule is running.
  • Check of there are any validators In the Kanban project. If you are missing mandatory fields the automation will fail. Create a task manually and see if this could be an issue.


Thanks @Fabian Lim ,

I just checked all this and it looks like point 3 is the issue--for some reason, I'm unable to manually create a task there despite having been able to before.

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