Change reference ID to cloned issue

[Dextall UAB]

Hello,

I wonder if it is possible to change the customer's reference ID.

For example, we have a ticket system where customers can create tickets.

The customer creates a ticket and gets a reference ID: SD23. Let's say the issue is within the developer's scope, so we clone (automate) that ticket and copy it to the developer's board. After that, we would like to assign a new reference ID so the client can see comments and status from the other board. 

If this is not possible, maybe there is a workaround since moving tickets to another board is not allowed by automation.

Thanks.

[Lígia Zanchet · Accepted solution]

Hello Dextall

Welcome to our community! 

Based on your description, you are cloning the issues and want a reference ID for the users.

There are a few possibilities here.
As you are using automation to clone the issue, it would also be possible to add a comment to the trigger issue with the new issue created:

Just use the smartvalue {{createdIssues}} and re-fretch issue data as per the example:

---

Now, "If this is not possible, maybe there is a workaround since moving tickets to another board is not allowed by automation."

I'm unsure if I understood this part correctly, but let me explain the concept of boards.

Boards are visual representations of filters if you have one board A with the filter:
project=ABC and type = Bug
The only issues that will appear on that board are the ones that match both conditions of the filter.

And you have a second board B
project=FGH and type = Bug

If you need to move the issue from Board A to Board B, you would just need to move the issue from one project to another. 
That way the issue would match board B and unmatch conditions from board A.

Please let me know if that information was helpful or if I misunderstood your statement I'll be happy to assist you further.