Move ticket with automation using CLONE, clone not showing up in service portal

Question

Hello

I'm trying to create automation to move tickets from one project to another (service project to service project). Im using the clone function and after the ticket is cloned, the automation deletes the ticket from the project that cloned the original. The problem is that the cloned ticket dosen't show up in customer service portal, which would be needed. If I move it manually, the ticket shows in customer service portal. Is there a way to clone a ticket and show it in users service portal?

Luka Hummel - codefortynine · Answer

Hi @Roger Mcgregor

As @Nic Brough -Adaptavist- has rightly pointed out, deleting issues is a rather bad practice in Jira. I would suggest to clone and close the original issue.

If you are struggling with creating a clone automation, you also can use our app Deep Clone for Jira to clone the issues via Jira Automation or configure a preset to clone quickly from the issues Action Menu ···.

Trudy P Claspill · Answer

Hello @Roger Mcgregor

Is the Request Type field set in the issue you create by Cloning?

When I use the Clone action in Automation to clone an issue in a JSM project to another JSM project, and I don't call out any additional fields to set, I find that the Request Type field is not copied to the new issue. The Request Type field must be set for the issue to be accessible in the portal.

Note that you can't actually set the Request Type field within the Clone action.

You will have to update your Clone action to create a link ("clones", Trigger issue) between the new issue and the trigger issue. Then you will need to re-fetch the issue data, branch for Linked Issues, and Edit Request Type on the linked issue.

In order to do that your rule will have to be changed from a Single project rule to a multiple project rule naming the source and destination projects. That change can be made only by a Jira Administrator.

Nic Brough -Adaptavist- · Answer

Welcome to the Atlassian Community!

Moving issues is not something that should be done as part of a standard process.  Move is for re-organisation, housekeeping, and for the (hopefully infrequent) times a user has made a genuine mistake in raising the wrong thing in the wrong place.

Deleting issues is a bad thing to do - it destroys the issue completely, losing all track of what was originally done, and you can not undelete, it really does mean delete in Jira.

Your clone-and-delete process is even more broken when you use it in JSM.  Cloning only clones the issue, it does not clone the request that the customer has raised.

So, the short answer is "no".

You need to stop trying to do this.  Do not try to move issues between projects, it's the wrong approach.  You need to set up your projects so that there is no need to move between them.