Trying to automate a JIRA service management ticket into a Jira Story with all the necessary fields

[Beth Medley]

We are trying to have a certain ticket type, once submitted automatically create a story with all of the necessary details/fields from the original ticket. 

[Trudy Claspill]

Hello @Beth Medley 

Welcome to the Atlassian community.

What method are you using to try to accomplish this?

What problem are you encountering?

What version of Jira Data Center are you using?

[Beth Medley]

We are using on-prem Jira Project management software.  We have multiple service desks and multiple boards, both Kanban and Scrum.  I am trying to automate a ticket (issue) from a service desk to a Kanban board and create a story that we will use to move along in different stages.  We will then close the original service desk ticket (issue).

When I am in the service desk project settings, using automation, Rules. 

I've set it to 

• When issue is created
• If issue type equals "certain criteria"
• And employee role equals "role"
• Then create a new Story in "the correct board"
• I've then chosen all of the fields necessary to copy from the current issue to the board
• But none of the fields show up on the board at all

[Beth Medley]

I've also gone into the desired board and added all fields to the field configurations scheme.

[Trudy Claspill]

Thank you for that additional information. 

What version of Jira Service Desk are you using? And what version of Jira Project Management software are you using?

Do you have only one option for Automation or two as is shown below?

Did you add the fields to the Screens for the issues types in the Software projects?

[Beth Medley]

Hello - Our current version is Atlassian Jira Project Management Software (v9.4.20)

I do have both automation options.

Yes, I did add the fields to the issue type.

When I try to clone the issue into a story or create a story from an issue, none of the fields transfer over.

Thanks for your help!

[Trudy Claspill]

Are you using the Legacy Automation option or the "Automation" option?

Can you provide screen images showing the automation you have constructed?

[Beth Medley]

Automation

[Beth Medley]

Our security does not allow attachments or screen shots in web pages. 

I am in the Automation screen:

When: Issue created

If Issue Type equals "New Hire Request"

And: Employee role equals "Banker"

Then: Create a new "Story" on the "New hire Board"

Each field was added to the create issue section and saved.

Rule was published and enabled

Story was created on the correct board, but no fields were copied over

Each field was set to come from the field in the Current Issue

[Trudy Claspill]

I'm assuming your rule structurally looks similar to this:

In the Create Issue action when you select a field to fill in you have an option to set an explicit value or copy the value.

You could either be using smart values to explicitly set the field thus:

{{triggerIssue.Name of Source Field}}

Or you could select the Copy from option.

Which method are you using?

If you select the Copy from option the field input automatically changes to copy from a field of the same name in the Current Issue:

If you click on that text you get a pop-up to change the issue you are getting the data from, and depending on the field type you may also have an option to change the field from which you are getting the data. You should be changing this at a minimum to get the data from the Trigger Issue.

Once you tell us about the method you are using to set the field values, and what value choices you are making for that method, we can provide additional advice.

[Beth Medley]

Yes - the screenshot you sent is spot on for what I have created.  I went through and changed everything from "current issue" to "trigger issue" and re-published and enabled the rule but it still did not bring any fields over to the new story.  Well, it did bring one field over, the employee name, but no others.

[Beth Medley]

I did get an error that says fields set during create may be unavailable for the project/type.  Check your custom field configuration. 

I checked the field configuration on the board where I want the story created and it appears that I have added the fields, but I must be doing something wrong.

[Trudy Claspill]

Did you add the fields to the Create Issue screen for the type of issues you are trying to create?

Are there Contexts defined for those fields that include the destination projects?