Automation rule "Create Issue" is failing to return 1 field of data

[Kathryn Gerrell]

Hi.

I need to create a new issue within Jira Software following an issue being created within Jira Service Management.  Both are set up as Team Managed and the issue types in both projects have been set up with the same fields.

The outcome of this is that every field correctly shows in Jira Software apart from one (Customer Sign Off which is a "People" field type) and I have no idea why it isn't "copying" over the same as all the other fields.

Pic 1 shows the automation rule used and highlighted is the field that is not copying data over

Pic 2 shows Customer Sign Off field populated within Service Management project

Pic 3 shows Customer Sign Off field not populated within Software project

Pic 4 shows automation rule error 

Does anyone have any idea why this isn't working for me please?!

[Jack Brickey]

Hi @Kathryn Gerrell , I'm surprised it's only one field copy over given both are TMP. ;-)

Joking aside, have you confirmed the user being copied from the JSM projects exists (has necessary permissions) in the SW project?

[Kathryn Gerrell]

Hi @Jack Brickey 

Thanks for your response and humour!

The user in question is an internal user who has access to Jira products and the destination project access is set to "Open". 

My assumption with this and as stated in the project access description, is that anyone who has been set up with Jira access can search, view, create and edit the projects issues so is set up and therefore this rule should work?!

Any other ideas?!

[Jack Brickey]

Could you test user access on the SW project? Maybe you could do this with your user account first? 

1. verify you can browse issue in the SW target project
2. Manually Create an issue in the SW project and verify that you can select your nam for Customer Sign Off
3. Assuming #1&2 are successful then try creating an issue in the JSM with your user in the customer sign off. This will test the automation piece.
4. if #3 is successful then retest with another user

not sure I will have time today to try this on my side but I will try to squeeze it in.

[Kathryn Gerrell]

Hi,

Steps 1 and 2 were successful, but not step 3.  Customer Sign Off still stating "None" in Jira Software with JSM automation rule log still stating "Could not find your configured field, it may have been deleted?"

Thank you for trying to help, I'm just at a complete loss with it....