Cloning tickets from JSM to a Software project (including attached forms)

[Matej Stehlik]

Hello,

We've recently set up a process where colleagues provide feedback on our applications using a Jira form. Once the form is submitted, a ticket is created in a JSM project that we set up.

What we would like to do now is to create a clone of each ticket and move the clone to a software project for our engineering team to work on. The objective is for the issue reporter to be able to look up tickets they submitted and see their status (some of these users may not have any Jira license - hence the JSM), while at the same time the ticket should exist in a Jira software project as our engineers only have Jira software license and can't interact with tickets in JSM. So, one identical ticket should be in two places at the same time.

Key requirements are:

1) The clone (in a software project) must be automatically synced with the original ticket (in JSM) at all times (status, comments, etc.)

2) The Jira form the reporter submitted must be attached to the cloned ticket.

Can you please advise if this is possible and how?

Thank you!

[Trudy Claspill]

Hello @Matej Stehlik 

Welcome to the Atlassian community.

I don't work with Forms so I'm not able to address that part of your question without doing some research.

Concerning the synchronization I have a couple of questions.

1. Would this be a one-way synch, from the Software issue to the JSM issue, or do you need a two way synch?

2. If the synch is one way what specifically needs to be synch'd? Do you have ALL the same fields in both projects? What about fields that have project specific values such as Versions and Components? What about the Assignee and Watcher fields? Should comments made in the JSW issue be made customer facing in the JSM issue?

3. If it needs to be a two-way synch, what information from the JSM issue would you expect to synch into the JSW issue?

4. How do you plan to track the relationship between the JSM and JSW issue? Would that be through generic issue linking? If so, could either the JSM or JSW issue end up linked to more than one issue in the other project?

5. Do the project use identical workflows for the issues?

6. Are the projects Company Managed or Team Managed?

It is possible to create Automation Rules to copy data between issues as the issues are updated. This can be fairly complicated depending on exactly what you want to keep synchronized and whether or not the projects have the same fields, workflow, etc.

https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

There are also third party apps available in the Atlassian Marketplace for synchronizing data between issues. You may want to investigate those before spending a lot of time building automation rules on your own.

https://marketplace.atlassian.com/search?hosting=cloud&product=jira&query=synchronize%20issues

[Clara Belin-Brosseau_Elements]

Hello @Matej Stehlik

If you're seeking for an easy way to clone a ticket from JSM to Jira Software you can try our app Elements Copy & Sync that allows you to clone and sync issues with all their content (summary, description, custom fields, comments, attachments, etc.) and their child issues.

You can automatically clone the ticket and keep them in sync so that the user who raised the request can be updated even if he doesn’t have a Jira licence.

You can try the demo of your specific use case here.

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

Kind regards,

Clara