Automation Rule to communicate across spaces

[Austin Layne]

We have just started utilizing Agile. On the scum board Users cannot communicate with the devs once the ticket is in the scrum board space. I created an automation Rule where after a Dev a email gets sent to the user and they can reply that comment will go on the scrum board. 

What we would like to do is have an automation rule where the issue gets copied over to scum and links. From there the customer respond to the other space and that response gets copied to the scrum space.

What I already have in place is an automation Rule that can push it to scrum as a story and link the two together. Just can't get the communication to work how I want it.

The end goal is for our users to no be able to see the scrum board but can still see their tickets is being work on through Jira.

Sorry if this is not enough information, please let me know and any help is greatly appreciated.

This rule is working

When: Rule is triggered on all comments 

Then send email [{{issue.key}}]

initiator is not Work item reporter 

This one work fine and at least allows for communication via email. They want to be able to see their ticket in the programming space but should not be able to in the scrum space.

[Marc -Devoteam-]

Hi @Austin Layne 

Welcome to the community.

A jira admin needs to go to Global Automation and change the scope of the rule, so that the rule includes multiple projects.

A rule created on a project is only scoped to that project.

To change this, this can only be done in Global Automation (system settings), by a user with Jira admin permissions

See; https://support.atlassian.com/cloud-automation/docs/permissions-required-for-jira-cloud-automation-rules/ 

[Austin Layne]

I appreciate your prompt reply. 

So, the top Rule allows the customer to at least communicate with the scrum board. 

The company I work for wants it to work differently I have three rules

1. Push to the board (this allows me to copy a ticket and link the duplicate as a story

When: Manually triggered

Then Clone work item 

And link work Item (this works as intended)

2. Sync customer email to scrum

When: Rule is triggered on comment is the main action initiator is a customer

Branch for linked work items type relates to

      Then add comment to work item

           [customer email]

               {{issue.comments.last.body}}

Then add comment to work item {{issue.comments.last.body}}

This one is setup for both spaces

3. Sync programmer to email

       when rule is triggered on all comments

           linked work items relate to

                 add comment to work item

                     {{coment.body}}

After typing this out I think I can remove either rule 2 or 3 since it goes across spaces. They want to be able to log into Jira and be see their ticket for the programming request comment and then that comment is copied to the scrum board and then the programmer respond in the scrum board it copies to the program request ticket.

[Marc -Devoteam-]

Hi @Austin Layne 

I don't understand you response and Wow

I seems to me you have a JSM space where customers can raise tickets, then a manual trigger rule can make a copy of this ticket to a Jira space, based on Scrum, correct?

the there is a rule that on a comment made on the JSM ticket this will copy the comment to the ticket on the Jira space (Scrum), correct?

Customers will never see tickets on the JIra space (scrum), they would 1st need a user license for Jira and granted access to the space (project)