Certain participants not getting notified on cloned tickets.

[Justin Goodemoot]

Hello! 

I have (almost) successfully set up cloning automation - it is actioned when an agent marks a certain ticket type as Resolved. It clones the ticket and adds participants as part of the cloning. However, not all users are being notified that they have been added as a participant onto the cloned ticket.

The notifications are not going out to a distro list called Payroll (we have another to the same distro called Payroll team -- as you can see in the screenshot below, both are added in addition to individual users). For years, we have been able to add this distro list as a participant on a huge number of tickets -- however, as part of the cloning action, the Payroll team is not getting notified that they are a participant.

Is there any way I can guarantee that notifications will be sent out when cloning? Is there something on the user access level that I need to ensure is activated to make sure they get these notifications?

Any and all guidance is helpful. Thank you!

Justin

[Himanshu Tiwary]

Hi @Justin Goodemoot ,

In JSM, request participant/customer notifications are tied to the Request Type. If the cloned issue is missing that value, participants may be added successfully but they still won’t get customer notifications. 

check these

• the cloned ticket has the correct Customer Request Type
• the distro list members / users are actually customers in that service project
• If you’re cloning across projects, set the Request Type after creation in the destination project, or use Create issue with request type instead of Clone

Regrettably, the addition of the participant during the clone operation in itself does not guarantee the notification. If you want to guarantee the email, you should add another Send email action in the automation as well. Check this for reference 

[Justin Goodemoot]

Thank you @Himanshu Tiwary

I am cloning into the same project and each is a customer in the portal. 

Unfortunately I was not able to figure out how to set a new request type in the cloned ticket -- Request Type was not coming up as a field I could set. The request type was blank on the clones and everything seemed to be working fine despite that, until this notification issue. Below is a screenshot of me trying to add it into the cloning automation rule [the available fields listed are not the correct ones]. 

Do you happen to have a community article that you've seen that speaks to how to add request type into cloned tickets correctly?

Thank you,

Justin

[Himanshu Tiwary]

Hi @Justin Goodemoot ,

Try this rule flow 

1. Trigger
2. Clone issue
3. Edit issue → Most recently created issue
4. More options JSON → set Customer Request Type with JSON

Use this on the most recently created issue:

{
"fields": {
"customfield_XXXXX": "your-portal-key/your-request-type-key"
}
}

If “Request Type” is blank on the clone, this is usually the only reliable way to set it.

Reference URL 

[Justin Goodemoot]

Thank you @Himanshu Tiwary , I get the below error when putting this into the JSON window. 

{
"fields": {
"customfield_10021": "22/1276"
}
}

Strange that it should say I don't have permissions when I'm the admin on the desk. Could it be I'm inserting the incorrect portal key or request type key? Have also included a screenshot below of the portal address of the request type I'm trying to change it to.

[Himanshu Tiwary]

The error message you're seeing is due to the fact that "22/1276" is the portal URL ID format, not the Jira Automation value for Customer Request Type.

In the Customer Request Type section, you need to set the value as follows:

{

  "fields": {

    "customfield_10021": "your-project-key/your-request-type-key"

  }

}

So, the section "customfield_10021": "22/1276" is the actual issue.

The solution to this issue is:

• Clone the issue
• Add an "Edit issue" action after the clone
• Target "Most recently created issue"
• Use "More options"
• Customer Request Type with the correct key format

Example:

{

  "fields": {

    "customfield_10021": "people-service-desk/bonus-letter"

  }

}

Also, make sure the request type belongs to the same service project

the request type is valid for the issue type

customfield_10021 is indeed the ID of your Customer Request Type field

[Justin Goodemoot]

Thank you @Himanshu Tiwary ! Unfortunately the error persists in that it is doing everything else but updating the request type. 

The issue I'm cloning to and from are within the same project and are within the same work type. I'm trying to clone from a request type called Bonus Letter to a request type called Completed Change Letter.

Here is a look at the automation set up currently and the error.