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'create service desk request' action not copying the reporter

JJ_wwrfbp

When a ticket is created in one service desk project but needs to be moved into another project I created an automation which uses the 'create service desk request' action to copy the ticket into the other project. (Why don't I use clone? Because when I do the customer request type doesn't copy over. Very frustrating.)

The problem I'm seeing is that the reporter of the original ticket is not being copied into the new ticket. I'm using the option below because it's the only available option in the drop-down.

How do I get the 'reporter/raise this request on behalf of' value to copy over?

raise this request on behalf of.gif

Accepted answers

Ben Friedman_rujrab

Hi @Mathis Hellensberg i set a similar configuration recently. in my case, i didnt need to copy to a different project, but did need to create a new request based on an existing one. in the automation rule, i created the new request/issue and afterwards used the branching action to apply on the last created issue, then added an edit issue action, under the branch. there you can set the reporter value to copy from the triggering issue's value. hope this helps

All comments

Mathis Hellensberg

Hi @JJ

The request type is not copying over because a request type is tied to a project and possibly a project specific issue type. That context is lost when you move the issue between project.

It is most likely that some of the same behaviour is happening to reporter. If that reporter is a member/part of the new project you are moving your issuetype to Jira cant assign that issue to that reporter any longer.

You should check whether you are able to create a new issue manually of of the same type in the project you are trying to move to with the reporter on the original issue. That way you cna at least confirm that it is in fact possible.

Hope this helps

JJ_wwrfbp

Thanks. My problem is not that the request type won't copy over though, it's that I only have one option to copy the reporter over and that option is "customer created by this rule"... which is NOT giving me the reporter. It's set to myself. So how do I get the reporter to copy over?

Ben Friedman_rujrab

JJ_wwrfbp

I did the same thing as you sand it worked. They should fix the bug though.

Thanks

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