Map data in fields from JIRA helpdesk cloud to different field in JIRA software project

Question

We have our operational support team wanting to collect various bug and feature enhancements from the user in JIRA helpdesk and then in some situations to push those urgently through to the development team in the software developer project.  Ideally they would be able to have fields called whatever they like but for there to be some way of getting the data into a bug ticket for us in the software development project without manually copying and pasting. Does anyone know what the best options are to do that or has done it ?  things that spring to mind are JIRA Api,  script runner .. possibly something like deep clone. Any thought ?

Paul Taylor_w4n1q5 · Answer

@Chris Dunne _Raledo_ thanks for the reply, do you mean .... trigger an automation on the helpdesk side for example which is highest severity and it would also then take the source fields in the JIRA helpdesk tickets and create a new bug issue in the software dev side and move the data to the target fields in the relevant software developer issue type ?  can you do that with an automation.. we have quite a few but we haven't tried anything as complex as that yet.  I should mention that when you say "have a mapping between the fields" I suppose we don't because the fields are different in the 2 parts of JIRA.  The way the business is collecting bug info from the customer right now is differently structured - much looser.  whereas we want a very structured set of fields - some are the same, like business impact but the bug description field in the business ticket should map to our field called current result. I suppose we could just try and get the business to change it's fields but the customers aren't used to following that kind of structure. Just trying to avoid the copy and paste

Chris Dunne _Raledo_ · Answer

How about using automation rules?

In your helpdesk project, you will have some workflows. At some point in the workflow you will want to Escalate the ticket / Send the ticket to you development team as a bug.

Assuming you have a mapping between the helpdesk ticket fields and the bug fields, you can configure an automation rule to create the bug ticket in the appropriate development project.