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Ticket transfer to another project

Konstantin Löscher

Hello,

I have been faced with the challenge of giving a ticket to another project that also has a ticket system for a while.

I am trying to solve this using automation, here it is triggered by a certain process change. In the automation, the ticket is cloned and passed on to the other project, this works great, but unfortunately the author (who was cloned) does not receive a notification when you write a comment to the customer.

Is there any way to make it work like a normal ticket, so that you can write to the author directly via the ticket?

Thank you in advance.

Accepted answers

All comments

Tathagat Chatterjee_9kg5zb

Just a suggestion, because I have not done myself this in automation -

1. Do you really need to Clone? Is it not possible to simply transfer to the other project?

2. In case you really need to clone, maybe you can try putting the original author/requestor as a Watcher for the new one?

Konstantin Löscher

Hey,

1. Unfortunately we need automation because the support doesn't know which project (ticket) it should go to

2. If that's the only way the author can get a notification, then I'll try that

Michael Wohlgemuth

Hello Konstantin!

What you describe seems to be related to the notification scheme of the target project.

Check the notification scheme and see if "Someone made a comment" has the reporter as recipient in it. If you use a JSM project, also take a look at the "customer notifications" section and make sure the recipients are configured as you need them for the respective actions.

shib saha

Hi @Konstantin Löscher , Supporting the other answer to this query, i would suggest to add one more action in the automation to add the actor as the watcher to the cloned ticket this way the actor/author will receive each and every notification happening on this cloned ticket.

Hope this is helpful to your query. Thanks

Konstantin Löscher

I just tried to set up the observer, but unfortunately you can't define it when cloning

Konstantin Löscher

Hey,

there the author is listed as recipient.

Michael Wohlgemuth

So you're not using Jira Service Management, correct? And what you see in the notification scheme tied to the target project is this:

Screenshot 2024-09-26 150108.png

If so, I have no idea left (unless someone messed with the "events" in your jira instance which is rarely the case)

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