Unable to automate creation of Jira Software ticket triggered from Jira Service Management

[Maggie Rivard]

I have Jira Software and Jira Service Management, and I want certain events that happen in Jira Service Management to automatically create a ticket in Jira Software.

For example, if an issue is transitioned in Jira Service Management I want a linked ticket to be created in Jira Software.

I am in the project settings > automation on Jira Service Management, everything is smooth until I go to create the issue. I can't see any of my Jira Software projects. It will only let me (through automation) create an issue within Jira Service Management. 

I can manually create an issue in Jira Software and manually link it to an issue in Jira Service Management, so I don't know why I can't do it through automation.

[Laurens Coppens · Accepted solution]

Hi @Maggie Rivard  and thanks for contacting the Atlassian Community.

Can you check under rule details that you have made a multi project rule?

You can choose to make a global, multi project or single project rule.

If you want to do cross project automations, both projects need to be listed in the rule details.

Regards,

Laurens

[Maggie Rivard]

Thank you @Laurens Coppens for getting back to me so quickly.

When I go to Rule details I can't see any of my Jira Software projects. I can only see the one JSM project.

[Laurens Coppens]

@Maggie Rivard Strange behaviour indeed.

Does your user have a Jira Software license?

If not, could you assign one to see if that helps?

Other thing you can try is to add you as an admin on that software project as well.

[Maggie Rivard]

@Laurens Coppens I really appreciate you walking me through this.

I have a Jira Software License and I am the admin on a couple projects within JS. That is why I am so stumped...

[Laurens Coppens]

I would suggest you create a support ticket for automation.

I tested it on my server instance and it should work.

In the first two screenshots you were at project level automation which makes sense that it does not work, but in the last screenshot you are clearly in system settings so you should be able to find the projects there.

If you have browse permissions, you should just be able to see them according to my knowledge.

An update of the app might work as well if its not the embedded one.

Should you be able to solve the issue, please put the solution here as well for future cases.

Kind regards,

Laurens

[Maggie Rivard]

I submitted a support request.

Apparently we are using two different Jiras.

The only way I am able to automate between them is with webhooks.