Child Ticket Not Carrying Field Info From Parent Ticket

Question

I built an automation that creates child tickets for onboarding and the tasks show up as expected. But they don't carry over the fields that I've set for it to copy from the trigger issue. I've attached a screenshot to illustrate.

Also, when the tasks are created, they don't change to the request type they need to be. The field shows up blank and I have to select it from the dropdown. I've tried to automate it but it doesn't seem to stick.

Is there anything else I can do to make it a seamless transfer of information from the trigger issue to the tasks?

Jehan Bhathena · Answer

Can you share a screenshot with the "Re-fetch issue data" action used?

I don't see this in your previous image.

"Edit Request Type action says it's working but the change doesn't occur unless I do it manually": do you have an audit log entry that states the action was performed? Can you perhaps use the "Log Action" to print the issue Key or some indicator that the created issue is now ready to be edited?

Arrow Admin · Answer

Re-fetching works for the first task but not the others. I also tried adding a re-fetch action in between task creation but that didn't help.

To be honest, all I need to know is how to make the request type the same for each task. The Edit Request Type action says it's working but the change doesn't occur unless I do it manually.

Jehan Bhathena · Answer

Hi @Arrow Admin

Can you try adding a "Re-fetch issue data" Action jist before the Issue creation action? At times the automation needs to get the data prior to passing it down to the next step.

Would also suggest adding a Log Action which will print the trigger issue so that you can verify if the execution is correct.