Showing Information on the cloned tickets from the desk ticket

Hola Kinza,

Most of what you want can be done, but the form, Jira fields, and attachments have to be handled a little differently.

In your Clone work item action, the Copy Attachment from Work item option is currently unchecked, so selecting that should take care of the attachments that already exist when the clone is created. You can do the same with each custom field by adding it under Choose fields to set and selecting the option to copy the value from the trigger work item. The field needs to exist in the destination project, be available for the cloned ticket’s work type, and use a compatible field type. Otherwise, Jira may leave it blank even though it was included in the rule.

The attached form is separate from the Jira fields. Any form question linked to a Jira field can be copied through that field, but form-only questions aren’t regular custom fields and won’t automatically appear just because the ticket was cloned. After the clone action, add a branch for the most recently created work item, then use the Forms automation action to copy the completed form from the trigger ticket to the clone. Atlassian explains the relationship between form fields and Jira fields here.

You’ll also want to ensure the cloned ticket is assigned the correct request type. Jira doesn’t automatically carry the JSM request type into a cloned ticket, even when the work type is correct. That can be set in the same most recently created work item branch. Atlassian has an example of that setup here.

For comments, I’d create a separate multi-project automation rule using the Work item commented trigger. Branch to the linked work item using only your specific clone link type, then add {{comment.body}} as a comment on the linked ticket. Since your desk ticket can have multiple clones, this means a comment on the desk ticket will go to every linked clone, while a comment on one clone will return to the desk ticket.

Be careful with comment visibility, though. I wouldn’t automatically make every developer comment customer-visible on the JSM request. It’s safer to copy comments back as internal comments unless there’s a clear indication that they’re meant for the customer. Also, leave the option that allows this rule to be triggered by other automation rules turned off; the copied comment can trigger another copy, creating a loop.

Thanks,

James