How create auto link issue from Service Desk to a Software Project?

[Shah Baloch]

We have a service desk where customers create tickets. Most of the teams won't have access to the Service Desk. We would like to have a feature where an auto Issue gets created in the respective project whenever a request gets created in Service Desk. I am not sure how I accomplish that. I'm thinking to have a custom drop-down field that has values, for example, "Sales", "Tech Support", "Accounts" etc. If customers select the "Sales" option while creating a service desk request, and when the request gets submitted, it should create an auto issue to the Sales project. I couldn't see an option in the workflow post function to create link issues base on a custom field or components. Is it possible to accomplish that? or is there any other way? I googled it but didn't find any post regarding this in the community, maybe I didn't use the right keywords.

Thank you for your help.

[Julie d_Antin _Elements_ · Accepted solution]

Hi @Shah Baloch ,

You can probably set up a rule with Automation for Jira. 

Another option would be to try an app that requires less coding, such as Elements Copy & Sync. I wrote a blog post on how you can clone an issue to another project based on a custom field using the app.

Hope those resources help,

Laura

[Shah Baloch]

Thank you, I'll give a try to Automation for Jira and see if it work for us. Thanks

[Shah Baloch]

Hi, I installed Automation for Jira. I also created a checkbox custom field with options "Support", "Sales", "Accounts", and "Other". I configured to create a link issue to Support project if support is selected, created linked issue in Sales project if "Sales" is selected. That part is working fine. However, I want it to create multiple link issues if multiple options are selected, suppose Support and Accounts, a link issue should be created in Support and another in Accounts. But it is not creating multiple issues, it'll create one issue in the first project that added in the "Then" condition.

Here is my JQL

project = CS AND "Customer Request Type" = Inquiry AND Team = Support AND Team = Accounts

Isn't possible to create multiple issue base on the option selected from custom check box field? Or am I do anything wrong?
Thank you for your help.