Automation Error: Move issue to Board

[Megan F.]

Hi,

I'm very confused as to why I am unable to copy a ticket from a Service Management project to a software management project's backlog. 

The error I am receiving in the automation is below.  

Move issue to board

We couldn't move the issue to this board as it's not in the same project as the board. Check the board's project and try again.

Is there something that needs to be done on the software project in order to allow the two projects to connect? 

Please note that I do not have Jira system admin access. Solutions that require changes via admin will have to be submitted to our Jira support team. 

[Ste Wright · Accepted solution]

Hi @Megan F. 

It's not going to work as @Trudy Claspill has mentioned because Boards in Team-managed Projects are singular - so you can't "move" an issue to a Board in a different Project.

---

If using a Company-managed Board isn't preferable, an alternative would be to clone the issue into the other Project instead.

For example using Automation, you could...

• Clone the service ticket as a software issue
• Link the two together
• Pass details between the two issues as required - eg. if the software is completed, notify the Agent

^ This would also allow you to separate customer contact from internal team discussions on a task :)

Ste

[Julian Governale · Accepted solution]

You wont be able to use the move-to-board operation in this case as it is expecting you to move it within the current project but just to a different board. 

You will most likely want to use the create or clone issue operation that will create a new issue is the destination project.  This is probably better in some cases as then you can leave the ticket in the Service Desk project to be able to communicate updates back to the reporter and then the team will have its own tickets to work on.

[Trudy Claspill]

Hello @Megan F. 

Welcome to the Atlassian community.

Can you show us the complete details of the rule?

What is the scope of the rule, on the Rule Details screen?

Is the destination project/board currently a Team Managed project or a Company Managed project?

If the board is for a Company Managed project, or is a manually created board based on a filter, can you go to the Board Configuration option and show us the information from the General tab for Filter Query and Location?

[Megan F.]

Both projects are team-managed 

The automation was manually created by me, but then activated by a Jira admin. The screenshot below was before it was turned on. 

[Trudy Claspill]

Is the board into which you are trying to move the issue the native board that was created automatically with the destination Team Managed project? Is it the one you navigate to by click on the Board/Backlog options in the left panel when you are viewing that Team Managed project?

If so, the native boards created automatically with a Team Managed project can contain ONLY the issues from that one Team Managed project. You cannot modify the board to show issues from multiple projects. That is by design for a Team Managed project.

If you need a board that encompasses issues from multiple Team Managed projects then you will have to create a separate board that is based on a Saved Filter (that you construct) that references the projects. You can find more information about that in this article:

https://community.atlassian.com/t5/Jira-Software-articles/Multiple-boards-in-Business-and-Team-Managed-Projects-You-bet/ba-p/1719761