Add custom button and give new functionality to it

[Melina RAMPERSANDS]

Hi,

I want to add one custom button with caption "create problem"  in  View mode on incident record after creation and when I click on the button I want to create a new problem request based on the value given in incident screen.

Is it possible to do in Jira service management ??

[Curt Holley]

Hi @Melina RAMPERSANDS 
You can't do this with a "button" as such. Closest solution I can think of would be to create a manual trigger automation rule that creates a Problem ticket and copies over all the relevant info from the Incident you trigger the Automation rule from.

The downside to the approach, be it button or Automation is; It encourages a one to one Incident to Problem situation. The beauty of curating (not automating) the generation of problems is, it encourages a many (similar) incidents to One problem ticket. Which is a common definition of a Problem.
See: Differentiating Problems and Incidents | Global Knowledge

[Alex Koxaras _Relational_]

Hi @Guru 

If by custom button you mean a "transition" which will appear under the transition button on issue view then:

• You have to create a transition screen
• On the above transition screen you have to place you custom fields which will be used on the new request type
• Place this transition screen on a new transition or on an existing one
• Add a PF on the above transition to create the issue with the corresponding request type and copy the new custom field values from the incident issue to the new problem issue/request type

[Melina RAMPERSANDS]

Hi @Alex Koxaras _Relational_ 

Thank you for reply.

I am not getting clearly can you give a brief step by step procedure to satisfy my requirement ??

[Melina RAMPERSANDS]

Hi,

Custom button means user created button like save, cancel buttons, like that I want to create a button with caption "create problem" in view issue screen and when I click on the button, I need to create a problem with the same value containing in incident screen.

[Nic Brough -Adaptavist-]

That would be best done by clicking "create issue" in the menu bar.