Automation from portal to one service desk project to another drops the custom field data

[Troy Edmonds]

Hello, I need some help 

I have a new Service desk project, when you submit a custom form in the portal 

as a service request, it creates a request and forwards it to another project

in automation 

it has data like state, country, etc and a description 

it makes the request in the Service desk request portal and shows in the queue under that team on the portal project. with completed form data

but when I look at the other projects Queue on their project instance (yellow logo below)the formatted data is gone it just says automation by Jira

any help would be appreciated 

it happens on multiple forms on multiple projects if it leaves the original portal service desk project the form is gone 

[Fabian Lim]

Hi @Troy Edmonds

Thanks for the details. In the create action, can you share the fields that are being copied?

I would also check the audit log to see any error messages.

Finally, you mention the fields are dropped, but can you confirm that the fields being copied are added to the create/edit/view screens?

Regards 

[Troy Edmonds]

No errors in the log for automation

the portal project create a service request properly formatted 

then it shows up in the other project from automation with a new service request number not the same one used in the portal project and doesn't show a link to the main portal project 

it shows up in the other project fine, just drop the content 

company

website 

Country location and State/Province (ie.) parent >australia 

                                                                      child >Sydney

city> txt box

postcode> txt box

email address> txt box

phone number> number box

description> Jira box

the summary is missing and so is a description 

the form is made in the Service desk project( it doesn't contain anything besides custom Dynamic fields, no marketplace software used )

it needs to go to an unassigned team member but shows already assigned to the user in the log?

log shows success 

[Fabian Lim]

There are two issues.  You may have to use a different action to create a ticket in another service desk.  Look at this post: https://confluence.atlassian.com/automation/create-customers-and-add-jira-service-management-requests-993924790.html (Hard to tell if you are using this already).

The other one is aobut the assignement.  You need to branch out of the newly created issue.  Right now you are assigning the ticket that triggered the rule.  

Branch out using "All created issues" and move the assign issue action under this. Link: https://support.atlassian.com/jira-software-cloud/docs/automation-branches/

I hope this helps.  

[Troy Edmonds]

tried to use the clone function for the other project but nothing shows up 

the fields are all selected to clone as well

[Troy Edmonds]

It didn't work, I ended up cloning the Service Desk request  based on the component  and embedding the link in automation to get the data from the original 

something seems so easy to do but doesn't work 

1. open request in the portal (to capture the custom fields formatting)
2. send to That project linked to the portal
3. move the request in automation to the other project to action the request
4. set to unassigned to allow team balancing in the future 

I had to add the custom field on the other project to match the portal project, otherwise it opens empty 

thank you for your help