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Can't add components to a ticket by automation rule without overwriting old components

Dinara Imambayeva

I have created an automation rule. It should add components to a ticket. But I can't choose to add existing components and a new component, so the existing components are constantly overwritten by new, when automation rule is applied.

I found on here that there is the possibility to do so, but from some reason I can choose either add existing components or add a new component in my automation rule.

Screenshot 2022-07-27 104100.png

May be anyone had already had this problem and knows how to handle it

Accepted answers

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Walter Buggenhout

Hi @Dinara Imambayeva and welcome to the Community!

This support article describes how you can work around the issue. It is basically by adding the new component and also copying the ones that are already there. It looks like this in the example they mention:

Screenshot 2022-07-27 at 11.22.26.png

Hope this helps!

Dinara Imambayeva

Hi @Walter Buggenhout , thank you for your answer! It is the article that I've already found. If I choose "copy from issue" there is no more possibility to choose a new coponent and vice versa. I can add either "copy from issue" or a new component, that actually doesn't really make sense.

Walter Buggenhout

No, it doesn't. I overlooked the fact that you are trying to update your components while creating an issue. Why don't you add all components in 1 step instead of editing your issue twice? You should be able to add more than one component in a single action.

Like this:

Screenshot 2022-07-27 at 11.57.02.png

Dinara Imambayeva

There are the support tickets so they are created outside of our team. The idea is kinda to sort them by components for easier work for our support team.

I can add more components by the option set value, but I can't define every combination of components, it would be just too much work. And I can choose the option copy from issue, but not them together, so I can't add a new component to the already exsting.

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