Create cloned issue when customer answer in a resolved issue

Question

I'm relatively new to Jira Service Management setup and I'm trying to achive an automated job for creating cloned issue when a customer answer in a resolved issue.

I have created this automation that is creating a cloned issue. But something isn't working as wanted and I want some more functionality to this.

This is creating a new cloned ticket but Request Type is empty and not set, so that isn't working.

As well I want to include all internal and external comments to the new cloned issue.

Further I found some information (How to copy comments from the original issue to the cloned issue | Jira | Atlassian Documentation) about how to include comments and tried to create another automation.

But that automation is not triggered and does nothing.

Further I also want to notify the customer about the new cloned issue that is created. I want to send an email with issue key, url link to the issue, summary about the issue.

Is this possible? Or maybe this is not the best practice for handeling support issues? Any suggestions on how to achive this?

unknown · Answer

Thank you for responding @Joseph Chung Yin

The case is that we have a Jira Serivce Management project for handeling support request from customer either from e-mail or portal.

We have statuses waiting for support, in progress, scheduled, waiting third party, escalate 2. line, waiting for customer, reply from customer and resolved.

Further we have set an SLA.

The thought is that customer contact us regaring a support matter and we are working on that issue. When we have solved the issue we will set the issue to resolved. Then we don't have a reopened status regarding to SLA. The SLA is then finished for that issue. If the customer have further questions we want a new issue with new SLA. Therefore we tried to create this clone automation that is cloning a issue within x days if the customer respond back in a issue that we have set to resolved.

That may be not the best way to do it, maybe we should have reopened status, so all issues will be reopened. There might be a best practice to solve this?

Joseph Chung Yin · Answer

@[deleted]-

Welcome to the community.  First of all when one clones an issue, all source issue's comments will not be cloned as it is not possible in the application (regardless if the cloning was done manually by agents via the project UI or via automation rule).

Can you provide more details on the business case that you want to resolve, so we can assist you further?  What do you mean by cloning an issue when customer comments on an resolved issue?

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.