How can I create a Jira Cloud task when New issue is created in Jira Service Manager?

[Nirav Patel]

We need to create and track Service Manager issue on Jira Cloud as well. What we need is:

1) When new issue is submitted, create a new ticket in JSM (Jira Service Manager) as well as linked task/story on Jira Cloud (Jira Software Project)

2) If Possible, keep the workflow and change the status of both the task if Status is updated in linked Jira Cloud (Jira Software Project) task.

Thank you!

Note: I have tried creating automation in JSM that would create a new issue whenever new request is received, but I can only shows JSM projects in the list where the automation can create new task.

[John Funk]

Hi Nirav,

Yes, this is easily doable.

Who is the Actor you are using for the Automation rule? That actor would need to have access to the Jira Software projects you want to create an issue for. You might just use Automation for Jira as the Actor - that should solve that as long as the atlassian-addons role or group is in the Permission Scheme for the JSW projects. 

[Trudy Claspill]

Hello @Nirav Patel 

Please show us the automation rule you have created so far.

What is your role in Jira? Are you a Jira Project Manager? Are you a Jira Administrator?

You say you want to create a issue in "Jira Cloud". Do you mean you want to create an issue in a Jira Software project? Do you have access to Jira Software projects where you can manually create Jira issues?

[Nirav Patel]

Hello,

I haven't created automation as right now I am only seeing Service Manager projects from the dropdown when I try to create Action as "Create Issue" (Trigger: When New Issue created)

My role: Jira Administrator

To answer the last question, yes I meant Jira Software Project and I do have access to create Jira Issues manually to Jira Software Project, but we don't want to create things manually. The team I am building Service Manager for needs Jira Software Project tasks created automatically for certain tasks (this has high volume and we do not want to have a resource acting as an agent to create tasks manually)

Thank you!

[Trudy Claspill]

Hello Nirav,

If you are a Jira Administrator then you should see all the projects in the Jira system when in the Create Issue action. If you are not, please provide a screen image of what you are seeing.

Example

[Nirav Patel]

Hello Trudy,

My apologies, I have a Project Admin role, and not Jira Admin.

This is what I see (These are all Service Desk Projects, I don't see any Jira Software Projects in dropdown):

[Trudy Claspill]

I have not yet been able to recreate your scenario.

I created a users that

1. Has Product Access for Jira Software and Jira Service Management.
2. Made that user a Project Administrator for a Service Management project
3. Logged in as that user and started creating an Automation Rule in that Service Management project.
4. For the Create Issue action, the list of projects I saw included all the projects that the I could see as that user if I clicked the Create button at the top of the screen in the menu bar - all projects where that user has Browse Projects Permissions and Create Issue permission.

I even tried removing that user's Browse and Create Issues permissions in a Software project, and that project still appeared in the list in the Create Issue action.

I also tried changing the rule actor to that user. The list of projects still included the full list of projects.

Can you please click on the Create button at the top of the screen in the menu bar and show us the list of projects you can see there?

[Nirav Patel]

This is what I see when I try to manually create new issue in Service Desk project:

Do I need to get any Browse, and Create permissions modified to be able to see Jira Software project under this dropdown list?

Thank you!

[Nirav Patel]

Hello,

I think I found the issue why I cannot find the Jira Software project under dropdown. The Sandbox that we use for Jira has the different link than Service Desk Sandbox, that could be the reason.

I will work on solving this issue with Admins.

If this gets resolved,

1) would creating Automation to create a new issue on Jira Software project whenever new Service Desk issue is created solve my problem?

2) If yes, how do we also auto transition status of issue on Service Desk and Software project when Status of one issue is changed?

Thank you!

[Trudy Claspill]

Hello Nirav,

To be able to create an issues in Project B when a new issue is created in Project A, but projects have to be accessible on your Jira instance. This might be because both Jira Service and Jira Software are hosted on the same instance, or the two instances are linked.

During the Create Issue rule, you will need to include a step to link the two issues together.

To update an issue in Project A based on a change to an issue in Project B, a Jira Administrator will have to create the Automation Rule for you. Project Administrators can create rules that work against only one project, with the exception of being able to use the Create Issue action to create an issue in a different project. A rule that needs to be able to look at issues in two projects is a multi-project/global rule and those can be created only by Jira Administrators.

Given that, yes, you can update the status of an issue in Project A based on the status update of an issue in Project B. 

TRIGGER: Issue Transitioned

BRANCH: Related Issues / Linked Issues

 - here you would choose the link type that you used in the Create Issue rule.

ACTION (inside the branch): Transition issue

If the two projects have identical workflows, then in the last action you can use "Copy from trigger issue".

If the projects don't have identical workflows, then the rule will be more complicated as the rule will have to include steps for determining what the new status should be based on the status of the issue that was changed.

Here's an example: