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Cloned Issue: Edit Request Type Automation Not Working

Greg Costa

I have two projects (Project A and that are both JSM. Project A used for HelpDesk and Project B used for Enterprise Apps. I created an Issue Type of Onboarding / Off-boarding that is associated to both projects. Both projects have an onboarding / offboarding request types (They are not the same but have the same fields added).

I have an automation rule in Project A that clones an issue to Project B with specific custom fields to be cloned and linked back to trigger issue from Project A. This works fine.

However, when the issue is cloned, the request type is left blank and the custom fields are shown in the context field and not under description field. If Project B request type Onboarding / off-boarding gets added, the fields are in the right place.

To ensure the issue has the request type added automatically, I've created an automation rule in Project B to 'Edit the request type' but this doesn't work. The audit logs reviews all issues except for the cloned issues.

Accepted answers

Trudy P Claspill

I'm afraid I've run out of ideas and not finding other suggestions through internet searching.

At this point I recommend you open a support case directly with Atlassian for additional help.

https://support.atlassian.com/contact/#/

And it would be great if you can report back here what the solutions turns out to be.

All comments

Greg Costa

Screenshot 2024-07-03 at 1.07.31 PM.png

Trudy P Claspill

Hello @Greg Costa

The step to Clone Issue does not thereafter change the focus of the rule to the newly created issue. When your rule reaches the Edit Request Type action, it is executing that action against the issue that triggered the rule, not the issue created by the Clone action.

In order to modify the issue created through the Clone action you will need to use a For Each branch.

For Each / branch rule/related Issues / Most Recently Created Issue

Screenshot 2024-07-03 at 2.09.22 PM.png

In order for this to work, on the Rule Details page this rule must be set up as a Multiple Project rule and name both the source project and the destination project.

In that case you may want to add another condition after the trigger to check the Project of the trigger issue to ensure that it was an issue created in your intended source project. Otherwise the rule will be run for new issues created in the destination project also.

Greg Costa

Hi @Trudy P Claspill , thank you for the information. The suggestion you provided is not what I have in place. The clone automation rule occurs within Project A but 'Edit Request Type' automation occurs within Project B.

Trudy P Claspill

Thank you for the clarification.

Check the Rule Details page of the rule in project B. Confirm this checkbox is checked

Screenshot 2024-07-05 at 8.39.50 AM.png

Greg Costa

The error I receive now is the following:

Screenshot 2024-07-05 at 12.47.57 PM.png

That custom field is the Request Type Field. What is required to resolve this issue?

Trudy P Claspill

I'm afraid I've run out of ideas and not finding other suggestions through internet searching.

At this point I recommend you open a support case directly with Atlassian for additional help.

https://support.atlassian.com/contact/#/

And it would be great if you can report back here what the solutions turns out to be.

Greg Costa

Thanks @Trudy P Claspill . Strangely enough, I was able to resolve this issue by configuring Project A automation rule with 'Create a new issue' instead of 'Clone issue.' When corrected, Project B automation rule kicked in and edited the request type perfectly fine. Screenshot 2024-07-08 at 12.07.46 PM.png

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