automation rule for when issue linked as duplicate

[Ryan Hormann]

Sometimes people will submit duplicate tickets via email (not word for word but same issue). I have been manually linking the issue as duplicates then adding a comment to the ticket and changing the status to resolve. Manually linking as duplicates is fine, but is there a way to create an automation rule to automatically add a comment and resolve the ticket when I link this issue, but only on the ticket that is the duplicate, not the original.

This is the rule I have so far, but it looks as if when I choose "Types: Duplicate" its for both tickets, the duplicate and the original, but I only want this rule to trigger for the duplicate.

[Bill Sheboy · Accepted solution]

Hi @Ryan Hormann 

Link types are directional, and automation rules trigger on a specific work item in one direction...regardless of from which work item the link was added.  (To learn more, please see this post from @Trudy Claspill )

And thus, please check your link type configurations to confirm which one is going to be the rule trigger, and then update your rule accordingly.  For example, adding a branch to the destination work item before transitioning and adding the comment.

Kind regards,
Bill

[Ryan Hormann]

So if I choose Types: Duplicate, regardless of which of the 2 tickets I have open, with "123 Duplicates 987" or "987 is duplicated by 123" 123 will always be the issue that this rule will trigger on?

Or will I have to specify inward or outward somewhere?

[Ryan Hormann]

I enabled the rule and tested it, it only triggers on the duplicate issue. Thanks for the help.