How to automatically create linked issues in Jira SW on a request status change in servicedesk

[Devops]

Hi,

We have a Jira software self hosted server instance for our R&D department and recently we have a servicedesk self hosted instance for the customer support department. 

Manually I can create issues in jira and link them with SD requests. I want to automated this proces on a state change of the request in SD. When linked, I want the request to be in sync with the linked issue. On certain status changes of the linked issue in jira software, the SD request should change to another state automatically. 

I've read an article on how to do that ( (https://confluence.atlassian.com/servicedeskcloud/blog/2017/12/automatically-create-linked-issues-from-new-requests?_ga=2.172263072.2008128397.1578472736-103221097.1549351740).

But unfortunately this does not work for me. Does this functionality is not provided in the server version? 

I've tried other add-ons; scriptrunner and automation for jira. I can create linked issue in a SD project but not in a Jira software project. 

What is the problem? 

Kind regards,

Frank

[Devops]

Another try was with Scriptrunner. I tried to clone and link via an post function on a workflow transition. Under target Project drop-down I get only the SD projects not the Jira software projects. So I cannot clone the SD request into a Jira software issue. 

[Devops]

In SD; Project settings->Automation. There is no "create issue" in the action dropdown. See screenshot. 

[Julie d_Antin _Elements_]

Hi @Devops 

Take a look at Elements Copy & Sync, which allows you to automate the creation of linked issues.

You won't be able to move the linked issues through a workflow (changing the status), but the app will meet your need to create issues in Jira Software or Core, or even in remote Jira instances.

[Jack Brickey]

@Julie d_Antin _Elements_ ,

but why would this work where the others would not? I think we need to understand Devops requirements and roadblocks before recommending another addon. The thing that strikes me here is that they have not been successful with 3 capable methods so I have to wonder if something else is goin on here.

[Jack Brickey]

What exactly isn’t working? Aside from the syncing of transitions are you able to do a basic automation to create a linked issue? If you can do this manually you certainly you should be able to automate with built in (some limitations) and certainly with A4J and Scriptrunner. Please provide details of what you have tried and the results. Let’s start with built in and see if we can get the basic case working.

[Jack Brickey]

Keeping my comments in this thread...

so I guess that server is different as I see this ...

so let’s cast the OOTB aside for the moment and check A4J assuming it is still installed.

[Devops]

I tried A4J as well. I did the following:

Via Project setting->project automation, Create Rule.

When: "Issue created".

Then: "Create Issue"

In the Project drop-down list I don't get the Jira software projects listed. I get only the SD projects.

In the issue types drop-down I don't get the issue types configured in Jira software. 

[Devops]

Additional info:

The jira servers are self hosted (not in the cloud).

JIra software : 8.3.3

Jira Servicedesk: 8.5.1

[Devops]

I tried also to "create linked issue" manually from within a SD request. 

In this case I'm also not able to select Jira Software projects.

[Jack Brickey]

It is odd that you do not see the JSW. That would seem to say that A4J does not have permissions to create issues in the JSW project. Please ensure that it does.

[Devops]

Yes indeed, it seems that the permission are not granted. I checked, but I cannot find the right setting. We have have also a confluence instance running. I'm able to create a jira issue from within confluence. So why not for SD? Do you have any idea what to change in the permissions?

[Devops]

Hi Jack,

Do you have any idea how to proceed?

I'm stuck.

[Jack Brickey]

Let me get back to you as soon as I can. I’m slammed on many fronts at the moment but will try to circle back on this later today if at all possible.

[Devops]

Hi Jack, Is there somebody else who can help me?

[Jack Brickey]

The Community is primarily supported by users like you and I and Laura who also replied. There are hundreds of regularly involved users that frequent the site but they need to happen upon this question and take the initiative.

Can you share an image of your permissions for the JSW project. For example...