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From the same issue ticket, raise a ticket in multiple boards from specific fields in that ticket

Basically we have a customer feedback board that our commercial team raise issues in from customers, and we also have an internal board that our tech team use for technical issues. What we would like if possible is when the commercial team raise an issue in the customer feedback board we would like some of the fields that they fill out (the technical related ones) to then auto raise a ticket with them fields in the internal board the tech team use. If this is not possible also just raising a duplicate of the ticket in the internal board would suffice as well for now. So they raise an issue and the ticket raises in two different boards.

 

Is this possible and how would we go about doing this, thank you.

2 answers

0 votes
Brant Schroeder Community Leader Apr 03, 2019

You can use a plugin such as scriptrunner to add a workflow process to generate a duplicate issue.  

From what you are describing it sounds like you have a single project and multiple boards.  If that is the case you can adjust the filter that the board uses to pull in the issues that have technical information on them. (https://confluence.atlassian.com/jirasoftwareserver073/configuring-filters-861254404.html)   If you do this then the technical and commercial teams would be working out of the same issue.

I'll look into scriptrunner thank you, they are different projects however. The reason for this is often the commercial team will just manually do a 'quick fix' or whatever to please the customer and then move the ticket to done/archive it or whatever but the underlying technical issue is still there and the tech team need visibility of these issues. Hence the need for duplicating the ticket in some way to store the ticket in the technical team's own board so they can deal with the issue at their pace.

Brant Schroeder Community Leader Apr 03, 2019

You might look at Jira's delivered functionality of create linked issue.  I don't know if it will copy the custom fields but it would be worth checking before purchasing a plugin. https://confluence.atlassian.com/jiracoreserver073/linking-issues-861257339.html

0 votes
John Funk Community Leader Apr 03, 2019

Hey Alfie - Welcome to the Community!

We use the JMWE add-on to create a new ticket as it transitions to a different status. Works great!

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