Button to Clone and link support ticket to an escalated incident ticket.

Question

Problem to solve:

A new customer ticket is created and assigned to a tech.  IT contains all of the relevant incident/support information.  Tech needs to maintain control of the ticket at the same time needs to raise the ticket to another part of the organization in another project.

The technician must choose to handle the issue in 1 of 3 rather time consuming and processes which are unfavorable to support:

*1.  move the ticket to the other project and in doing so lose visibility of the ticket because it has been moved from the support  project to some other project within Jira.

*2. Open a new ticket manually in another project, copy and paste the relative information into the new ticket residing in the other project, then link the 2 tickets together manually.

*3.  Clone the ticket and then move the clone ticket to the new project and then manually link the 2 tickets..

Desired Solution:  A button to clone and assign to a second project which automatically links the 2 tickets together, thus maintaining control of the initial support ticket and a link to the escalated ticket.

Luka Hummel - codefortynine · Answer

Hi @Virgil and welcome to the community!

To solve the problem of cloning and linking support tickets to escalated incidents in Jira, you could consider using our app Deep Clone for Jira. This app allows you to clone issues across projects and automatically link them, while keeping all relevant fields intact, such as comments, attachments, and custom fields.

You can also have the clone, including target project, configured in a Preset. This Preset can also be triggered by a simple click on a button in an issues Actions menu ···.

Vijay Dadi_b69v44 · Answer

Hello,

If you are willing to purchase an app to achieve this, here is my suggestion.

Write an automation and put the trigger as manual. This will come as a dropdown in your actions right next to your issue status field.

In an automation, you can have components to clone your issue and link issues. Hope this helps !

Vijay

Clara Belin-Brosseau_Elevatic · Answer

Hello @Virgil

If I understand correctly, you’re trying to clone an issue across projects and to keep them linked together, right?

In that case, I can suggest trying our app Elements Copy & Sync that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc).

You can check the guide here.

The app is for free during 30 days (and it stays free under 10 users).