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Notifications are not sent after an issue is cloned

Swaroop Kumar

Hi Team,

When a ticket is cloned from one Project A to Project B, the reporter of the original ticket does not seem to be getting any notifications on the newly cloned ticket. Even if the agents in project B adds a comment on the cloned ticket, it still does not trigger an email notification to the reporter.

Note: The cloning is done via an automation (shown below):

Screenshot 2023-11-15 203617.png

Accepted answers

Trudy P Claspill

Hello @Swaroop Kumar

Is the Reporter on the new issue actually getting set to be the same as the Reporter of the original issue?

What type of project is the project that has the original issue?

What type of project is the project where you are creating the new issue?

Are you working in Jira Cloud or Jira self-hosted? I see that you tagged your post as "cloud", but the option you selected for setting the Reporter looks different than what I see in Jira Cloud.

All comments

Trudy P Claspill

Hello @Swaroop Kumar

Is the Reporter on the new issue actually getting set to be the same as the Reporter of the original issue?

What type of project is the project that has the original issue?

What type of project is the project where you are creating the new issue?

Are you working in Jira Cloud or Jira self-hosted? I see that you tagged your post as "cloud", but the option you selected for setting the Reporter looks different than what I see in Jira Cloud.

Swaroop Kumar

Hi @Trudy P Claspill

Is the Reporter on the new issue actually getting set to be the same as the Reporter of the original issue? Yes, the reporter is set correctly on the cloned issue

What type of project is the project that has the original issue? Both of these are Jira Service Management projects (company-managed project)

Are you working in Jira Cloud or Jira self-hosted? I'm working on Jira Cloud

This rule has an action to send an email. Are you intending that email to be sent to the Reporter specified on the original issue, with details about the original issue? Or are you intending it to be sent to the Reporter on the new issue, with details about the new issue? The "Send email" action is to inform the Reporter about the cloned ticket. Below is the email content (which works fine)

Hi {{issue.reporter.displayName}},

Your request {{issue.key}} has been re-assigned to another team, and is being reviewed by support staff.

The new request is {{#createdIssues}}{{key}}{{/}}

****************

However, once the ticket is clioned the Reporter is not receiving any notifications (even if a comment is made on the ticket). Also, I see that the "Customer Request Type" is set to blank? Not sure if this is preventing the notifications, but I couldn't find a way to set the Customer Request Type either..

Marc -Devoteam-

Hi @Swaroop Kumar

This,

the "Customer Request Type" is set to blank?

is the issue, as your are cloning JSM issues, the reporter on the original issue is a customer.

JSM sends notifications to customers based on the request type. If no request type on the issue is available, the customer notifications are not triggered.