Can I use one Service Project to feed issues to multiple software projects?

[Dean Langford]

Hi folks, thanks in advance for any assistance...

I'm trying to create a "front door" for a department that has multiple teams within it.

Each team has it's own project in Jira.

I'd like to use one service project to act as the initial customer "landing zone" and based on perhaps the request type (or some other Jira magic) that the customer would select, I want the resulting issue to be raised in the correct Team's project.

So far I've only been able to work out how to create issues in the service project the portal exists in.

Can what I'm trying to do be done?

[Dave Mathijs]

Hi @Dean Langford 

When you say that each team has its own project in Jira, do you mean a Jira Software project? A project per team?

It's not because a team has its "Team Project", that it can't handle issues (requests, incidents, ...) in another project, a service project in Jira Service Management.

You can create "support teams" in different ways and provide a dashboard for those teams where they handle both support requests from the service project as projects and tasks from their team project.

[Dean Langford]

Hi David, thanks for your response. To your question, yes, each Team has it's own Software Project.

Forgive me though, you lost me with the rest of your explanation. Maybe of I elaborate on how I think I'd like this to work...

If there are two Teams in a Department that each have their own Software Projects. Team 1 (TM1) and Team 2 (TM2).

I'd like to create a Service Project (DEP1) where I create a Portal with various request types and depending on the customer's choices the resulting issue would be raised in either the TM1 or the TM2 software projects.

I'm pretty new with this so please excuse me if just made my ignorance abundantly clear to everyone.

[Sayed Bares _ServiceRocket_]

@Dean Langford You can do this with automation which you can add in your JSM project and you can check for request type in an If/else block and then Clone issue to created into your respective project.

[Dean Langford]

Thanks @Sayed Bares _ServiceRocket_ this sounds encouraging.

I'm off to read some automation documentation and watch YT vids I guess. Thanks again for the pointer.

[Dean Langford]

Hi @Sayed Bares _ServiceRocket_ well you're advice worked well. Thank you. I've been able to clone an issue into different software projects based on the request type a user submits via a service project.

Now I'm having a different but related challenge...

When I created the the Request Form that I then associate with the Request Type I added some short text fields and drop downs radio buttons etc. so I could see how the form structure works with the section logic and stuff. But when I clone the ticket none of that data is passed to the cloned issue.

I'm guessing all the fields I created in the Request From are all considered "customfield" which if I've read the documentation correctly means I may need to add a pile of json to the "additional fields" option in the "Clone Issue" step of my automation. If I am reading that right then I don't have the experience/knowledge to do that. <sigh>