Automation | Creating new ticket, copying attachments

[J B]

Hello, is it possible to copy attachments using automation rules? We escalate tickets to other type of tickets and like to copy attachments to the new ticket. 

For example; a customer creates support ticket with a screenshot and log file. The ticket is escalated to a development ticket, because it is a software bug.

It would be handy if the attached files are also added to the new DEV ticket. Some fields are copied using JQL inside the new ticket's description:

Support requests 2nd line support:
* *{{userInputs.reasonToEscalate}}*
* Issue at Support: {{issue.key}}
* Original summary: {{issue.summary}}
* Notes: {{userInputs.notes}}
* Original description:
{{issue.description}}

See "Support ticket" type linked issues.

Is there any way to also link attachments to the new ticket? 

[Gor Greyan · Accepted solution]

Hi @J B

In your Create work item action, add the Attachments field to the fields being copied. Jira Automation lets you choose the source work item (for example, the trigger issue), and it will copy all of its attachments to the newly created work item.

The feature is documented here:
https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Create-work-item

[J B]

Thank you! I've looked over this option earlier, but this is it!

[Gor Greyan]

Hey @J B

Glad to help!

[Clara Belin-Brosseau_Elements]

Hi @J B,

Good to hear the native "Create work item" action solved the attachment copying for you.

One thing worth mentioning for this kind of escalation workflow: if you ever need the connection between the Support ticket and the DEV ticket to stay live (not just a one-time copy at creation), that's where our app Elements Copy & Sync can help. Instead of only cloning attachments and fields once, it can also keep them synchronizeded afterwards: so if the customer adds another screenshot or log file to the original support ticket later, it also appears on the linked DEV ticket automatically, and vice versa if the dev team adds something back.

This is typically used by teams doing escalation between support and dev (like your case) to avoid the back-and-forth of manually re-attaching or re-copying updates after the initial escalation. You can check the documentation if that's something that could be useful for your team.

Not necessary if a one-way copy at creation is all you need, just flagging it in case the tickets tend to keep evolving after the DEV ticket is created.