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Request Participants are not cloning to ticket in other JSM project

Ruairi O_Malley

Hi,

Our company just has 1 Support email address and management want to keep it this way.

However, we will have a separate Support project for each client.

Problem - We require users who are CC'd to be cloned over so that they can receive our email responses when we respond in the new ticket. We are not yet using the portal. Request Participants are not cloning to the other ticket.

I have set up the automation to clone the tickets from a catch-all project to the client - specific project.

Everything copies over apart from the Request Participants.

I have tried selecting "copy from trigger issue" but they didn't copy either.

The CC'd users are added as customers in the client-specific project Screenshot 2023-09-26 at 19.04.53.png

Accepted answers

Trudy Claspill

Hello @Ruairi O_Malley

Welcome to the Atlassian community.

Can you provide screen images showing your rule, and the details of any steps where you are trying to copy the Request Participants?

All comments

Trudy Claspill

Hello @Ruairi O_Malley

Welcome to the Atlassian community.

Can you provide screen images showing your rule, and the details of any steps where you are trying to copy the Request Participants?

Ruairi O_Malley

I have added the screenshot again. It didn't work the first time.

Trudy Claspill

Sometimes Issue Created rules are triggered so fast that not all the data has actually been recorded in Jira yet.

Try adding a Re-fetch action before the step where you create the new issue.

Ruairi O_Malley

That worked! Thank you so much!

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