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How to transfer issues from tickets in Jira Service Management to epic/story/task/subtask in Jira?


Currently, my organization has Jira Software and Jira Service Management. Essentially, in order to accurately track time of all team members, we want to have views and roadmaps, etc. of what the team is working on, which is inclusive of the issues. 

Is there a way for issues created in Jira Service Management to be automatically part of Jira software epics/stories? Would we have to duplicate the tickets? Could Jira Automation resolve this?

For example, if there was an issue for an Oracle HCM product that was opened with Jira Service Management, is there a way to "tag" or "transfer" this issue to the Epic of Oracle HCM within Jira Software?



Thank you,


1 answer

0 votes
JimmyVanAU Community Leader Jun 17, 2021

Hi Emily,

Welcome to the community. Your request is fairly common, and it depends on how you want to track it and any visibility you may or may not want to create.

Could you tell us who is raising the JSM requests? Are they internal or external to the organisation, that is, do they have visibility of the JSW tickets?

Most people will have external customers raising JSM requests and do not want 'work' to be visible until the final deliverable (new patch/version) is ready. In this case, it's very common to create a new linked issue (you might say duplicate), either manually or with Automation for Jira.


If they're internal, and there isn't much value in creating a second linked ticket, then what you can do is to expand your Jira Software board filters to include the Jira Service Management requests. For example, your board filter might start as:

project = DEV

and your new filter would be something like

project = DEV OR (project = DESK and component = "Oracle HCM")

This way all issues with the component Oracle HCM would now be visible on the board. You can use a component, label or custom field - needs some thinking. If you go down this route, you'll also need to amend your board column mappings so that you can see the flow of the tickets.

Hope that helps!

Cheers, Jimmy

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