Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

Create a user story in Jira Software from a ticket in Jira Service Management

Hello everyone,

I would like to know if it possible to create a user story inside a Jira Software project starting from a ticket opened into Jira Service Management?

I'm introducing this product inside my organization and for sure this request will come and I would like to avoid a copy/paste situation.

I read that an automation is possible but it talks about turning every ticket into a story. Is it possible to maybe create a custom status and to automatize the creation of this kind of tickets into a user story?

Thank you in advance

2 answers

1 vote
Ivan Lima Community Leader Oct 04, 2021

Yes, it's possible. I suggest exploring the Jira automation template library to get familiar with what you can do with automation. You will find similar solutions to the one you're looking for - which will give you some insights into how to build your own. If you still face challenges getting your automation up and running, you can post the details of your implementation, and we can assist you further.

0 votes
John Atlassian Team Oct 06, 2021

Hi @Jacopo Salomone 

Yes you can create a new ticket in Jira Software when a Jira Service Management request moves into a certain status.

You can create the rule in project settings/automation and it might look something like this:

Screen Shot 2021-10-07 at 9.59.57 am.png

In the "create issue" action you set the project where you want to create the story. You can copy the value from the request using smart values {{issue.summary}} and {{issue.description}}.

I'd also suggest linking the tickets by adding a "link issue" action and setting it to "most recently created issue" (rather than trigger issue).

Hope that helps!

- John

Thanks John. Have you been able to pull the information from forms to the newly opened Jira Software story? In particular, we've been challenged with the fields not transitioning over if they do not have smart values. Or fields that are only part of a form. In addition, have you been able to write automation the other way, so that any updates on the JS story are automatically updated on the JSD ticket? 

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Coming Soon: Insight Changing to Assets

The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...

103 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you