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How to configure Project Automation between Jira Service Desk and a Jira Project? Edited

We use the Service Desk as the Tier 1 layer for requests and then Jira Projects as the Tier 2/3 layer. When an issue needs to be transferred/escalated to the Jira Project, a triage team member manually creates the new issue. When this happens the "Reporter" field on the Jira Project becomes the triage team member instead of the original requester. I'm looking for guidance on how to "pass-through" the Reporter value from the Service Desk request to the Jira Project. Thanks!

1 answer

You should set it up so that when the servicedesk agent transitions to a specific status, the automation creates a new issue in the project and links it back to the ticket. You can then get automation to copy over the reporter field from the ticket to the issue.

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