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Help with automation to clone a service desk issue

Aaron Pieros

Hello,

I'm trying to create automation for our HR service desk for onboarding employees. My goal is to have it automatically clone the issue to our Payroll service desk when it is completed so that Payroll has all the information they need for setting up compensation.

However, I'm seeing that the automation options for service desks are much more limited than it is for the business projects in Jira Cloud. The best I can do is set up automation to create a new linked issue in the Payroll project. But there doesn't seem to be a way to copy or reference the contents of some of the fields from the customer request form, such as Employee Location, Employment Type, and Job Title. Also, the members in the Payroll service desk do not have access to HR's service desk so they would not be able to view the linked issue.

Does anyone have any suggestions that might help?

Accepted answers

Jack Brickey

I think you are looking at the wrong Automation. For JSD there are 2 forms of automation: Automation (located at the top of the settings sidebar) and Project automation (located at the bottom). The later equates to what you see in you business or software projects.

Callum Carlile _Automation Consultants_

@Aaron Pieros To add to what Jack said, you're probably looking for the Project Automation section rather than Automation. Take a look at the below for how you could set the rule up in the HR Project's settings, give me a shout if you have any questions! Hope this helps

clone task.png

All comments

Jack Brickey

Callum Carlile _Automation Consultants_

clone task.png

Aaron Pieros

Oh, I see. Well that's a little confusing, I wasn't expecting there to be two different Automation sections for JSD.

Aaron Pieros

Thanks I didn't realize there were two different locations for automation in Jira Service Desk.

Jack Brickey

yep. messy. it stems from the face that JSD had Automation before Atlassian acquired Code Barrel (creators of Automation for Jira). I suspect that in time the Automation functions will find their way into Project Automation and then it will be renamed to Automation. We shall see.

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