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How to create an Issue(Jira Software) when a Service Desk Request(Jira Service Management) is made?

I have created a (ProForma) form in JSM and linked it to a request type. Users are now able to fill out the form and a service request is made. 

Once the request is made through JSM I would like to add automation that creates an issue within a specific project in Jira Software. I have tried the following solutions with no success:

1. Turn on issue form from form settings in JSM: I linked the fields from the form builder but when I navigate to Jira Software there is no 'Issue Form' selection from the App dropdown.

2. Add Automation: I created a trigger when an issue is created then create a new issue, however, there is no option to specify the issue in Jira Software vs JSM.

Thank you for any help!

1 answer

@Alexandra Wilson 


Proforma fields are unique to JSM forms.

If you are using Proforma, I recommend that you continue with the use of custom fields from Jira itself and configuring them in Proforma, so you can replicate values for the issue in the Jira Software project (JSW).

About automation itself, it is very simple to be done.

See the following example:

automation - create issue.PNG

You configure this automation in the JSM project, and point to the creation of an issue in the JSW.

Using Jira's custom fields, you can already load values filled in when opening the issue in JSM.

Thanks you for your response! I am still having trouble, would you mind helping me?

How do I replicate values for the issues in JSW? As of now, I am linking the form fields from JSM to the 'Linked Jira Field' on the right-hand side of the form builder. See screenshot. 
Screen Shot 2021-12-29 at 10.35.14 AM.png

When I try and configure the automation in JSM project, there is no option to point the new issue to JSW. I only see projects contained in JSM, not JSW. I attached a screenshot. Thank you!

Screen Shot 2021-12-29 at 10.39.11 AM.png

You can point the issue creation in a new project by clicking on "Project" and selecting the Jira Software project
After that, click on "Issue type" and indicate the issuetype that will have the issue created in the Jira Software project.

After that, click Choose fields and select the fields you filled in the JSM form to be taken to the JSW issue.

create issue automation.PNG

When selecting each field, click on the 3 dots and check the option "Copy value from current issue".


Copy value.PNG

This indicates that the field will be auto-populated in the JSW with the same value as the JSM.

If by clicking on projects you are unable to change to a JSW project, you probably do not have permissions for that project. Then it will have to review the permissions in the JSW project and release it for you.


Try to change the project and issuetype and mark the desired fields, if you can't, let us know.

When clicking on projects, I am unable to see the project from JSW, titled 'Data Board'. I am an admin on the JSW project and I also checked with my organizations Jira Admin and they are unable to see JSW from JSM automation. And advice why?Screen Shot 2021-12-29 at 12.12.15 PM.png

Please check the following:

Access the JSW project;
Access your settings and go to the "People" section.
Check if your user is registered with some role. If so, check if it's the "administrators" role.
If not, click on "Add people", enter your username and assign the role "administrators".

Once that's done, still in the project settings, go to the "Permissions" section.

Check permissions for:
Administer projects
Browse projects

It has the project role "Administrators".

If not, edit the permissions scheme and enter the project role "administrators".

If so, after adding "people" in the JSW project, refresh the automation page in JSM and try to create it again.

If that doesn't work, I would recommend that you open a ticket on Atlassian asking for support via the link:

Log in and follow the opening step by step.

PS.: The option to open support ticket on cloud sites is only available for "system admins" users.

Thank you, Fernando. This did not work so we will open a ticket in Atlassian. Are there any third-party vendors that can complete this process since we can not do it directly through JSW/JSM? Thank you for your help!

@Alexandra Wilson 

I recommend you check with who manages users in your cloud environment.

Usually these people have system admin access and can access the link I gave you to open the Atlassian support ticket.

If you have permissions to manage users, click on "User management" under "Users" and then on your user add the group "system admin" to it or ask someone to add you to this group.

That way you or the person with "system admin" domain can open the ticket.


If your environment is managed by an Atlassian partner, you can request that third party partner to do so and share the ticket with you.

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