How do I copy all comments to any tasks associated with that ticket

[Jennifer Bormann]

Hello - I am pretty new to JSM and struggling to find exactly what I am looking for. 

So, my scenario is that we have some tasks processes set-up that go in a sequential order. Is it possible in JSM, that whenever a comment is made to either the parent ticket or any of the tasks (linked tickets) that those comments can show on the next task created?

Example:

Parent Ticket #1

Task Ticket #2

Task Ticket #3

Task Ticket #4

At 10:45am someone commented on Task Ticket 2, then they closed out the ticket.

This kicked off the creation of Task Ticket 3. Once that ticket is created, I would want to see the comments that were added to Task Ticket 2. Then at 1:30 a comment was added to Task Ticket 3 and the ticket was resolved.

This kicked off the creation of Task Ticket 4. Once the ticket is created, I would want to see all of the comments that have been added for any of the previous tickets.

Any help would be appreciated.

[Trudy Claspill · Accepted solution]

Hello @Jennifer Bormann 

Welcome to the Atlassian community.

I have a few questions about your scenario.

1. If a task is already completed and gets a new comment, would you want that comment added to the already created next task?

2. How is the next task being created? Is that done by an automation rule?

3. If a comment is added to the Parent, do you want that only posted into the child tasks that are not done?

[Jennifer Bormann]

Once the task is completed, I would not need to have any additional comments added, because there should not be any additional comments. 

We are using a JMWE automation process in combination with Assets to drive the next task being created. 

And no we would not need the information from the Parent to be added.

I am not sure if this helps at all but I will explain the what I am trying to achieve.

We get a request for a manual check to be cut through our Payroll system, so the Parent ticket is assigned to the Payroll team. The payroll team keys the manual check and completes a form within the ticket. Once that form is submitted, it kicks off a task (Task 1) for another payroll team member to review the information. They review and make notes in the comments section and resolve the task. This kicks off Task 2, that is assigned to our Benefits team to review the information. We would like the comments that were keyed in Task 2 to be shown on Task 3 in the comments section. Then once Task 3 has been reviewed, that assignee adds comments to that task and resolves the task. This creates a Task 4 assigned to a 2nd level Benefits team member to review the information. On this task I would want to see the comments from Task 2 and Task 3 within Task 4's comment section.

Hopefully that makes sense. 

[Trudy Claspill]

Thank you for the additional information.

If you are creating the next task via the workflow of the current task, then you can use the JMWE Create Issue post function to create the next task. That post function includes an option to copy the comments from the current issue.

https://appfire.atlassian.net/wiki/spaces/JMWEC/pages/466256916/Create+issue+s#Comments

[Jennifer Bormann]

That is the best news ever! I will give that a shot and see if I can make that work. And again, thank you so much for the quick response. I am trying to learn things as quickly as possible, but sometimes you just need to ask the questions instead of struggling!

[Robert Quinn · Accepted solution]

You will need to build a fairly complex automation rule to copy comments from Parent Work Item. 
We are actually working on a similar work case for a Manual automation to copy all comments to linked work items - at present it is in 2 parts as we started build before new parallel automation features dropped.

The first automation is manually triggered and sets a label - the second one triggers when Labels are added to a work Item.

Good luck!

[Jennifer Bormann]

Thank you for this information. I am looking more for being able to copy the comments from the previous task, rather than the Parent. But I have a use case for this scenario also, so this is super helpful. Thank you!!

[Clara Belin-Brosseau_Elements]

Hi @Jennifer Bormann

I just wanted to offer an alternative by trying our app Elements Copy & Sync that allows you to:

• automatically create a ticket when a task is resolved

• comments are copied over from the resolved ticket to the new one

Here are the steps to automatically copy comments from your source task to the newly created one:

1. Go to Elements Copy & Sync → Create a new recipe
2. Configure the recipe to to clone the source task

3. When configuring your recipe:

   • Define the content that should be copied (or synchronized)
   • Enable the Copy existing comments option

The configuration is very simple and you'll get the configuration right in only a few minutes! 

Feel free to refer to the following documentation for more details.

You can also automate the creation of the target ticket, either by using a post-function, or an Automation rule.

[Luka Hummel - codefortynine]

Hi Jennifer,

Your use case – a sequence of JSM tasks where each new task should show all comments from the previous ones – is a good example of where our app Deep Clone for Jira can simplify things compared to building complex Jira Automation rules.

Deep Clone provides an easy way to trigger the cloning of your issues with comments based on transition:

• On the workflow transition that closes Task Ticket 2 (e.g. from In Progress → Done), add a Deep Clone post function.
• Configure that post function to:
  • Create a new issue in the same project & issue type (your next Task)
  • Use a configuration that clones comments and other required fields

Result: As soon as Task 2 is resolved, Task 3 is automatically created with all comments, and the chain continues when Task 3 is resolved.