Automation | Clone Issue and Jira Custom Fields to Different Project

[Greg Costa]

I built a onboarding request type with custom form fields and created an automation rule where it clones the issue into a separate project to process some aspects of the request. 

Rule

- When Issue Created

-  Issue Fields condition contains two specific values (onboarding in this case)

- Issue Fields condition specific field is not empty

- Clone issue into different project, different request type (service) with specified fields to copy form current issue

- Link Issue to trigger issue

This different project does not have the same request types but the custom fields are Global Context and associated to the project screens.

When i create the JSM ticket, it will create the ticket and clone the issue with associated fields to the new project. However, its not shown in the request form and its display under the issue view (right hand side). Is it possible to have the custom fields appear in the request form section of ticket? I hope I framed my question correctly. 

[Mikael Sandberg]

Hi @Greg Costa,

Welcome to Atlassian community!

If I understand your question correctly you want the customer to see the cloned request when they view the original on from the portal correct? The request form cannot view the linked issue, so if you want to let the customer know about the linked issue you would have to add it as a comment with the custom link. There apps in the Marketplace that can add additional fields to the portal/request view, but I am not sure that linked issues is one of them.  

[Greg Costa]

Hi @Mikael Sandberg , 

Not exactly. I'm referring to Jira custom fields being displayed in a different location of an issue on a different project. When HR creates a onboarding request on the portal, the request will be generated in JSM project and a cloned issue will be generated on a separate project that manages applications. This automation works fine. However, the team that manages the applications sees the custom fields on the right side (under details) vs on the request form view (underneath description).  I would like for the custom fields to appear in the same location as the initial request. 

[Mikael Sandberg]

Okay, so what you are looking for it editing the issue layout. If the application project is a Jira project (Software or Work Management) then just go to Project settings > Issues > Layout and from here you can move the fields from context fields (the ones on the right) to description fields.

If the other project is also a JSM project then just go to the request type and the issue view tab and move the field from context to description.

[Greg Costa]

Thanks @Mikael Sandberg . The test project is a JSM and I did add the fields from context to description but I failed to realize that the automation rule for cloning the issue was set to issue type: '[system] Service Request' and the fields were not show in the right location. The test project request type was an issue type of task and that was the discrepancy. The real project (Software) is not accessible by me but I will get it corrected by your inputs. Thank you!