Automation doubts

Sarah Bizewski

 

Good afternoon I created an automation to open a ticket in another project when the item is in stage "x". And that's working perfectly. However, I need to somehow have this new call created merge with the original. That is, I need to have access to all the comments of the ticket opened in the second project in the so-called parent, without having to open it through the customer portal. How do I do this? Best regards

Trudy P Claspill

Hello @Sarah Bizewski 

When asking for help with an automation rule it will help us help you more effectively if you provide screen images show your entire rule and the details of each step.

It sounds like you need a rule to automatically copy comments from the new ticket into the the ticket that cased the creation of the new ticket. You can do that through an Automation Rule.

You would need something in the new ticket that uniquely identifies the original ticket, like a link between them or a field that has the issue key of the original ticket. Do you have something link that?

The rule would need to have a Multiple Project scope that identifies both projects of these issues. 

Then the structure of the rule would be something like this:

Trigger: Issue Commented
Condition: Project equals (the project where the new issue was created)
Branch: For Related Issues:
  The specifics of this branch depend on how you are noting in the new ticket
  what the original ticket was.

  Action: Comment on Issue
    This action will be used to copy the comment just entered on the new ticket
    into a comment on the original ticket.