Create an issue on another project from jira service management

Question

Hi,

We have Helpdesk JIRA Service Management Project "Canon IT Helpdesk" and Request Types are Access, Issues, Change, Incident, and Training.

* If any user creates ticket from Canon IT Helpdesk portal by using Request type access then ticket will creates automatically in Canon Access JIRA Software project.  
* If any user creates ticket from portal by using Request type Issues then ticket will creates automatically in Canon Issues JIRA Software project.  
* If any user creates ticket from portal by using Request type Change/Incident then ticket will creates automatically in Canon Management JIRA Software project.  
* If any user creates ticket from portal by using Request type Training then ticket will creates automatically in Canon Training JIRA Software project.

How to achieve this requirement?

Thank You!!

Walter Buggenhout · Answer

@Chandra Mouli, moving the ticket from the service desk to a Jira Software project would turn it invisible for the customer who created it in the first place. That is something you usually would not want, unless you don't want to communicate with your customer anymore after he/she creates a ticket.

That is why @Samuel Gatica _ServiceRocket_ in his automation rule creates a linked issue in the first place. Your software team can manage it further, but you can still communicate with your customer (if needed) about progress through the service desk ticket.

Samuel Gatica _ServiceRocket_ · Answer

Hi @Chandra Mouli

Jira Cloud doesn't currently support using automation to move issues.

Please refer to the following article to assist you in achieving your objectives.

Move an issue to another project using automation

Best regards

Sam

Chandra Mouli_th0z1q · Answer

Hi @Samuel Gatica _ServiceRocket_

Based on your answer, i have created a automation rule.

When issue is create in Helpdesk project then move the issue to jira software project.

But here 2 tickets are created. One is in Helpdesk project and 2nd ticket is in software project.

But my requirement is When ticket is created in Helpdesk project then move the created ticket to JIRA software project. I don't want same tickets in multiple places.