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Can we connect JIRA software project and Service project

Can we connect JIRA software project and Service project

For example.

Customer raises a issue ticket and that issue ticket also gets created on a software project?

Or some how we can connect those tickets.

3 answers

1 accepted

4 votes

Answer accepted

Hi, @Ammar Ahmed Butt - yes, you can do that easily with automation rules. Here's an example; this is an existing rule in one of my systems so there are a few changes you'd make. The rule would live in the originating project, so in your case the Service project.

You'd change the trigger to "issue created" instead of using When Value Changes. You might not need any If conditions; in my case this rule is quite a bit longer than shown in the screenshot (we clone the issue to different projects based on the value of the Project Team field.) The main thing is the action; you can use Clone.

2021-09-01 16_31_37-Project automation - Jira.png

When you look at the setup for the Clone step, you can choose to just clone the issue and make no changes, or you can choose to clone the issue and update specific fields on the clone while you're at it.

2021-09-01 16_37_20-Project automation - Jira.png

If you want the issues to be linked, you'll need to do that using the More Options, which accepts a json object. This is what ours looks like:
2021-09-01 16_40_06-_new 1 - Notepad++.png

(Remember that users can only see tickets they have access to, so if even if you link the service ticket to the software ticket, if your software user doesn't have a service desk agent license, they won't be able to see the link.)

You can change the link type, based on the options your system supports. You'll use the name of the link listed at https://<yourinstance>.atlassian.net/secure/admin/ViewLinkTypes!default.jspa

2021-09-01 16_42_44-View Issue Link Types - Jira.png

Further documentation for the More Options section is here.

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Hi @Esther Strom Can you please help me with the automation of field cloning?

I have been trying but all fields are not being cloned to my Software project.

I have some drop-down fields + URL fields + checkboxes.

Kindly help me out please!!

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@Ammar Ahmed Butt I'm a volunteer, not a paid consultant :) If you post screenshots of your automation rules and indicate which fields are not being copied, I may be able to help, but you really shouldn't post live links to your sites here.