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Jira automation "Create issue on behalf"

James Nelson

We're trying to automate some back-and-forth ticketing between different departments that each use a Jira Service Management board. The process we'd like to have is that Customer submits a ticket to one board, who upon finishing their work will run a rule that creates a new ticket on a different board and pass along the relevant info. This will create a ticket on the second board that the original customer can still see and get notifications for. We've got a rule that will send all the info over and brings over the "Reporter", but the "Reporter" doesn't get notifications, and can't see it in their list of requests on the customer portal.

I assume this is a "Create Issue" vs "Raise on Behalf of" issue, but I can't see how to adjust that in the automation rules.

Accepted answers

Mikael Sandberg

In order for the customer/reporter to get the customer notification and be able to see the request from the portal you have to set the request type. If you are using the create issue in an automation would then have to use the branch "most recently created issue" in order to set the request type, or you can use the "Create issue with a request type" to create the request.

All comments

Mikael Sandberg

James Nelson

Exactly what I needed. Looks like the "Create Issue with request type" didn't like all the custom fields we were passing, but the branch "most recently created issue" worked fine. For anyone finding this in the future: make sure the scope includes both service boards and here's the rule layout (the link issue just links the created issue to the original):

Cleison Stein

I faced a similar problem to what James described. It seems the "Additional fields" don't work at all when using "Create Issue with request type".

I wanted to create a PIR when an incident is moved to Completed, copying Team and Components field. When using "Create issue", passing the Teams (a custom field) and Components worked fine - but as many have reported, this action creates a plain Jira ticket without JSM features, like hints from the primary incident, SLAs etc.

So when I switched it to "Create Issue with request type", my the JSON that was working before stopped copying the values. I had to use the branch described here with an "Edit issue fields" action:

- Add Components from Trigger issue

- json as (it only worked with a variable):

{
  "fields": {
    "customfield_13000": "{{varTeam}}"
  }
}

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