Cloning a JSM ticket sends a notification to the customer

Question

If s support ticket needs to go to Engineering, I create a clone of the ticket and move it to the Engineering board. But when I do that, the customer gets a notification -- like it's a new ticket. How do I prevent that notification from going out for clones only. Any thoughts ?

Nishanth Thimmareddy _Appfire_ · Answer

Hi @albert_pinto

Thanks for asking, I am the product manager at Appfire.

We've built Clone Plus for Jira for the very reasons to support your use cases like these. You can clone the support ticket directly to the engineering project with all the required issue content like comments, attachments, links etc.

If you have questions or feedback about Clone Plus for Jira, please get in touch with us directly.

Regards,

Nishanth T

Jack Brickey · Answer

I would not create a clone. Rather, I would use create linked issue feature to create the issue in the development project. When you create a clone it's going to create an issue in the JSM project with the same reporter when that happens the reporter gets notified.