Forwarding a Jira Service Desk Request to Jira Software Project by using "cloning".

n0216209
Contributor
December 2, 2024

Hi Community!!

I'm attempting to forward and/or recreate a jira service desk request tied to a particular "request type" to our teams Jira Software project by way of cloning.   Seems rather straightforward but  I keep receiving errors. I assumed some of the info would be passed to Jira Software project but doesn't seem to be cloning the issue at all.  Please see below error log.  Thank-you!!

 

Jira_Service_Desk_Forwarding_Screenshot_error.png

4 answers

1 vote
Harshit Grover
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December 2, 2024

Hi @n0216209 , 

 

The error might be due to fields that are "required" in Jira Software but not present or filled in the Service Management request.

For example, if a field in Jira Software is marked as "Required" but isn't populated in the Service Management issue, cloning will fail.

 

Please make sure that both necessary fields  are present in both the projects.

0 votes
Luka Hummel - codefortynine
Atlassian Partner
December 4, 2024

Hi @n0216209,

If you're looking to forward or recreate a Jira Service Management (JSM) request into a Jira Software project via cloning, the process can be simplified and automated using our app Deep Clone for Jira. Deep Clone allows you to clone issues between projects while preserving key details like summaries, descriptions, comments, attachments, and more. It also helps resolve common errors like mismatched field requirements by providing customizable cloning options.

0 votes
Clara Belin-Brosseau_Elements
Atlassian Partner
December 3, 2024

Hello @n0216209

If I understand correctly, you’re trying to clone an issue from JSM to Jira Software, right?

In that case, I would recommend trying our app Elements Copy & Sync that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

You’ll be able to automatically escalate your issue without any effort.

You can check the guide here.

The app is for free during 30 days (and it stays free under 10 users).

0 votes
Ashish Bijlwan
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December 2, 2024

Hi @n0216209 

Ensure that the issue type and its corresponding fields are available in the Jira Software Project where you are attempting to clone the issue.

The error indicates that during the cloning process, certain fields or the issue type of the issue you are trying to clone are not present in the Jira Software Project.

 

Thank you,
Ashish

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