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Moving ticket to another project and emailing the new ticket

Tudor Lala

Hi,

I am looking at moving a ticket created in the SD portal to another project and emailing the requester the new ticket number so they can access the ticket in the new project.

I created a clone and delete automation but i need help with the email part.

Thank you

Accepted answers

Sherry Goyal

Hello @Tudor Lala

You can achieve this by using "branch - Most recently created" after clone action and smart values in "Send email" action.

Something like:

Screen Shot 2021-01-20 at 11.16.24 am.png

I used:

{{triggerIssue.reporter.emailAddress}} to access reporter's email address in original ticket

{{triggerIssue.reporter.displayName}} to access display name of reporter to mention in email body.

{{triggerIssue.key}} will mean original issue key

{{issue.key}} means the newly created ticket by clone action.

Then you can use "Delete action" outside branch to delete issue.

Sharing some useful links: smart values and branch rule/related issues.

Hope this resolves the concern.

Cheers
Sherry

All comments

Brant Schroeder

Tudor,

You should just be able to add a public comment on the issue and the user will get an email. You maybe running into a licensing issue if you are going from a service desk project to a software or core project. In order to get communications and see the issue on a software or core project the user will need to be licensed.

Sherry Goyal

Hello @Tudor Lala

You can achieve this by using "branch - Most recently created" after clone action and smart values in "Send email" action.

Something like:

Screen Shot 2021-01-20 at 11.16.24 am.png

I used:

{{triggerIssue.reporter.emailAddress}} to access reporter's email address in original ticket

{{triggerIssue.reporter.displayName}} to access display name of reporter to mention in email body.

{{triggerIssue.key}} will mean original issue key

{{issue.key}} means the newly created ticket by clone action.

Then you can use "Delete action" outside branch to delete issue.

Sharing some useful links: smart values and branch rule/related issues.

Hope this resolves the concern.

Cheers
Sherry

Tudor Lala

this works perfectly, thank you.

The last bit that is optional but desirable would be to transfer a radio button selection ( Normal priority/Urgent ) . I have the custom field, the JQL to find it, i need some help editing the priority in the created clone.

Sherry Goyal

@Tudor Lala You should be seeing that field in dropdown inside "clone issue" where you can set its value. Let me know more details about the use case what exactly you want to set and maybe share your rule too. Will help me in understanding what exactly you are after.

Alex Carias

The Clone issue and email worked but the cloned issue is not bringing over information from a form that is used in the request type.