Problem with automation moving issues from service management project to new software project

[Jack Howard]

Hi all,

Here is my ideal: I want to move issues from our service management project (into a new software project) that we have labelled as 'future consideration', such as new feature requests that we want to look at in the future, but for now we just want to move them out of the service management project so that they aren't lost and clogging our resolution metrics. 

My problem is that I am trying to create an automation that moves the issue from the service management project to the software project, when triggered by a status change to the new custom workflow status 'future consideration'. 

When I am building the automation, the new software project doesn't appear in the dropdown of available projects to move the issue to. Why might this be?

Thanks in advance!

Jack

[Jack Brickey · Accepted solution]

Personally I would recommend against moving an issue from a JSM project to a JSW project. Doing so will break the connection between the customer and the issue. Rather I suggest using create linked issue.

[Jack Howard]

Ah I didn't realise this. Thanks @Jack Brickey .

Is it possible then in that one automation, to create a linked issue and then archive (or something) the trigger issue?

I basically want the original issue to moved somewhere where it will not drag my issue resolution metrics down

Thanks again!

[Jack Brickey]

Yes you certainly can set the triggering issue, which would be your JSM issue, to some done status if you so desire. However what I do, since the JSM issue isn’t done yet, is to move the issue to a development status. Then I use automation to automatically close the issue when the development issue closes.

[Fabian Lim · Accepted solution]

Hi @Jack Howard

You may want to ensure that the rule is set for multiple projects.  You need to set this at the global administation and select both projects. 

Link: https://blog.codebarrel.io/automation-rules-can-now-be-restricted-to-run-in-multiple-projects-910594bee2f0

Cheers

[Jack Howard]

Thanks Fabian,

Basically I was trying to create the automation while in the project settings, not in global administration mode!

Thanks for that heads up!