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Cloning ticket to another project, new ticket isn't assigned to a request type

Nathan Yam_ywytra

I've set up a manual trigger automation rule to clone a ticket from one project to another.

However, when the rule is triggered, the cloned ticket isn't assigned a request type:

Screenshot 2024-11-07 at 16.43.37.png

But strangely the issue type of the cloned ticket was correctly set to the same as the trigger issue:
Screenshot 2024-11-07 at 16.50.56.png

In the project where the clone ticket resides, the request types are assigned to an issue type so I can't figure out why this is happening. Anyone have a clue?

Accepted answers

Harrison Ponce

Hi @Nathan Yam !

Editing the request type is a little tricky when creating/cloning issues. Also, the branching gets kind of funky as well. I've recreated your automation and tested it. You might want something more like the screenshot below. Pulling out the IF condition into the main branch is totally okay and then the branch on created issues from the automation is really the key. Make sure to set the project and issue type explicitly in the clone step.

Also a suggestion from our past experience - you may want to add an IF statement early on that checks if an issue is linked already with a certain criteria. This helped us when people clicked the button multiple times accidentally or because the automation didn't run in 0.05 seconds :-)

cloning request type.png

All comments

Harrison Ponce

Hi @Nathan Yam !

cloning request type.png

Nathan Yam_ywytra

Hi @Harrison Ponce thanks for your response.

There is more than one issue type in the original project so I included an IF condition at the start of the main branch and then I followed your screenshot with the branch condition. I also moved the "Link issue to" condition to the main branch as the linking wasn't happening when placed in the branch. However, I'm still having the same problem.

I then tried creating a rule in the project that contains the clone ticket to set the request type when the issue type is populated but the request type is empty. That didn't work either. Super baffled. Out of interest, what is the scope of your rule, is it just the original project or both original and target project?

Lastly, do you mind showing me how you set up an IF statement early on that checks if an issue is linked already with a certain criteria?

Harrison Ponce

Thanks for that info! And sure thing I would be happy to look at this and show you more! If you like, we can connect and hop on a call and I'd be happy to post our final solution here in the thread! These automations can be super tricky but super gratifying when they work! It's all about the placement in the flow!

Susan Waldrip

Hi @Nathan Yam and @Harrison Ponce , this is a great question and i appreciate the thorough descriptions and screenshots! When you get this figured out, would you please post the automation that finally worked for you? I'm sure it would help others with the same or similar problem. Thank you!

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