Change reference ID to cloned issue

Dextall UAB

Hello,

 

I wonder if it is possible to change the customer's reference ID.

For example, we have a ticket system where customers can create tickets.

The customer creates a ticket and gets a reference ID: SD23. Let's say the issue is within the developer's scope, so we clone (automate) that ticket and copy it to the developer's board. After that, we would like to assign a new reference ID so the client can see comments and status from the other board. 

If this is not possible, maybe there is a workaround since moving tickets to another board is not allowed by automation.

Thanks.

Lígia Zanchet

Hello Dextall

Welcome to our community! 

Based on your description, you are cloning the issues and want a reference ID for the users.

There are a few possibilities here.
As you are using automation to clone the issue, it would also be possible to add a comment to the trigger issue with the new issue created:

Just use the smartvalue {{createdIssues}} and re-fretch issue data as per the example:

 

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Now, "If this is not possible, maybe there is a workaround since moving tickets to another board is not allowed by automation."

I'm unsure if I understood this part correctly, but let me explain the concept of boards.

Boards are visual representations of filters if you have one board A with the filter:
project=ABC and type = Bug
The only issues that will appear on that board are the ones that match both conditions of the filter.

And you have a second board B
project=FGH and type = Bug

If you need to move the issue from Board A to Board B, you would just need to move the issue from one project to another. 
That way the issue would match board B and unmatch conditions from board A.

Please let me know if that information was helpful or if I misunderstood your statement I'll be happy to assist you further.