Create
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in
Products
See all
Community resources
Top groups
Explore all groups
Community resources
Learn
Community resources
Events
Community resources

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

jsteiner
jsteiner July 28, 2020

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!

Answer
Watch
Like Be the first to like this
297 views

1 answer

0 votes
PhilSpo
PhilSpo
Rising Star
Rising Star
Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Get recognized
July 29, 2020

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.

Reply

Suggest an answer

Log in or Sign up to answer
Jira Service Desk
Jira Service Management
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
STANDARD
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events

    See all events