nav[aria-label="Primary Navigation"] { padding: 0; & ul { list-style: none; width: 100%; display: flex; flex-direction: row; justify-content: start; align-items: start; gap: 30px; padding: 0; & li { margin: 0; } & ul li { list-style: none; } } }

Cannot copy comment from Jira Service Management project to Jira Software

Irakli Burjanadze_sw8v1v

Greetings, I want to create bidirectional copy sync between JSM project and Software project. It was easy to sync comments from Software to SM, but I could not achieve the opposite. When I look into audit log it is not triggered (you can see the rule in attachments). So one question, is "Reply to customer" included as a comment? 2nd is how can I achieve this automation to work properly?
Thank you!
Screenshot 2025-07-18 at 13.53.48.png

Accepted answers

Marc -Devoteam-

Hi @Irakli Burjanadze

Welcome to the community.

Can you also provide the detail of the steps in the automation rule and the audit log.

But is the rule scope set to both projects?

Yogesh Mude_f9cg0f

Hello @Irakli Burjanadze Welcome to the community!

I just tested and we can copy the comment from JSM to Jira project work item.

As you can see in the below snap, i have two projects called TEST JSM (JSM) and Test Automation (JIRA) project and when i add a comment on the JSM project work item that have been copied to JIra project.

JSM Work item:

JIRA project work iteam:

All comments

Marc -Devoteam-

Hi @Irakli Burjanadze

Welcome to the community.

Can you also provide the detail of the steps in the automation rule and the audit log.

But is the rule scope set to both projects?

Yogesh Mude_f9cg0f

Hello @Irakli Burjanadze Welcome to the community!

I just tested and we can copy the comment from JSM to Jira project work item.

JSM Work item:

JIRA project work iteam:

Yogesh Mude_f9cg0f

Also pointed out by @Marc -Devoteam- pls ensure that the rule scope is shared with both the projects.

Irakli Burjanadze_sw8v1v

Hi , Sorry for the late response. Yes the scope is just these 2 projects (one from JSM, one from Software).
The idea behind this automation is, when I as a technician want to "Reply to customer" from the issue, automation should copy my reply and paste it to the linked issue which is in the Software project.

Irakli Burjanadze_sw8v1v

I'm not sure what's happening here. I've just copied your way. When I tried to comment on JSM side and looked into the audit log of this automation, I just see config changes there, so I think I cannot make it trigger.

Yogesh Mude_f9cg0f

Strange, if you could share the rule audit log it may help us to check whats going on.

Irakli Burjanadze_sw8v1v

Sorry for the trouble, it was scope that was missing (thought I saved it). Thank you!

Welcome!

It looks like you're new here. Sign in or register to get started.

Quick Links

Find more posts tagged with

cloud

jira-service-management-cloud

jira-service-management