Tickets created when a customer replies to a closed request are not inheriting the request type

[Nick Daniele]

Hi!

When a customer replies to a closed request, we have a follow-up ticket created that links the two together. The original request remains closed.

Our automation successfully creates and links the new work item, but I cannot get the Request Type to match the original request. It remains set as 'none'. 

Has anyone done something like this before or have a potential solution to set the request type to match each other in a linked or newly created request?

[Trudy Claspill · Accepted solution]

Hello @Nick Daniele 

When asking for help with an Automation Rule it will better enable us to help you if your provide screen images showing us your entire rule.

How are you creating the new work item? Are you using the Create Work Item action of the Clone action?

What type of Space does this concern? I assume it is a Service project but is it Team-managed or Company-managed? With a Team-managed project there are not separate fields for Work Item Type and Request Type, so I'm guessing it is Company-managed. You can get that information by clicking the ... button next to the Space name in the navigation panel on the left. The Space type information shows at the bottom of the pop-up.

How are you attempting to set the Request Type within the Automation? It will not be set automatically when you use the Clone action, and it can't be set directly when you use the Create action. There is a separate action for setting the Request Type field for a Service work item within an Automation Rule.

You will have to use a branch to access the Most Recently Created work item, and then add that action within the branch.

Here I show the smart value you would use in that action for a rule where you want to copy the Request type from the rule trigger issue.

[Nick Daniele]

100% on including the picture and providing more initial detail given the wide range of Atlassian products - thanks Trudy. Here is a picture of my rule. I've modified it to include For" Most recently created work item to set a request type, and included the smart value you mentioned too - that fixed it! Woot! Thank you for the quick response and help with this. 

[Mikael Sandberg]

Hi @Nick Daniele,

Welcome to Atlassian Community!

In your automation, are you cloning the original ticket or are you creating a new work item?

The request type cannot be set as part of creating a new work item, so what you have to do once the item is create is to add a branch in your automation that sets the request type like this:

 

[Nick Daniele]

Ah! This is extremely helpful. Thanks mikael. I did not know about this 'for most recently created work item' feature.