I have linked a project in Jira Service Management (named DT) to another in Jira Software (named RBR). Tickets are created in RBR upon a certain transition of DT tickets. Comments and attachments are copied along as well at creation. I created another set of rules to copy attachments whenever they are created, from any one linked project to the other. There are 2 rules and the one that copies from RBR to DT looks like this: The audit logs show no errors, however, the attachments are NOT transferred along. The other rule, from DT to RBR, shows in the audit logs that no action has been performed because the linked "work items do not meet the condition". However, because in Jira Service Management the attachments get automatically transformed into a comment, the comments do get transferred successfully as subject of a previous automation :) . Still, these comments show as "preview unavailable" in the linked project, as below: I don't see what is wrong. Thanks a lot!

Hi, @Marc -Devoteam- oh, of course we copy the issue details. And upon creation, the attachments on the JSM project are all transferred along. It's just that the feedback loop sometimes involved screenshots or files and I want to make sure we do transfer those intermediate contributions.

Hi @Daniel Gavrila You can use the attachment field in the request type Yes, but in my opinion, if you create a task for a dev team from a JSM request, copy the issue details and not all comments. Or grant 2nd line/developers the collaborator role, instead of cloning issues. https://support.atlassian.com/jira-service-management-cloud/docs/what-users-and-roles-are-there-in-jira-service-management/ This will grant non JSM agents, but license Jira users the actions to add information to the JSM issue.

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Attachments do not transfer across linked projects

Daniel Gavrila_xhc5hh

I have linked a project in Jira Service Management (named DT) to another in Jira Software (named RBR).
Tickets are created in RBR upon a certain transition of DT tickets. Comments and attachments are copied along as well at creation.
I created another set of rules to copy attachments whenever they are created, from any one linked project to the other. There are 2 rules and the one that copies from RBR to DT looks like this:
Screenshot 2025-08-19 at 14.13.30.png

The audit logs show no errors, however, the attachments are NOT transferred along.
Screenshot 2025-08-19 at 14.14.31.png

The other rule, from DT to RBR, shows in the audit logs that no action has been performed because the linked "work items do not meet the condition". Screenshot 2025-08-19 at 14.24.00.png

However, because in Jira Service Management the attachments get automatically transformed into a comment, the comments do get transferred successfully as subject of a previous automation .
Still, these comments show as "preview unavailable" in the linked project, as below:
Screenshot 2025-08-19 at 14.20.22.png

I don't see what is wrong.
Thanks a lot!

Accepted answers

All comments

Marc -Devoteam-

Hi @Daniel Gavrila

Copying of attachments , see this KB (synchronizing-attachments-between-linked-jira-issues-across-different-projects

I think the issue is in your condition in the branch.

Are you using a specific link type for this, then place this link type in the branch.

If you want to set a condition, then use something like in a smart value conditon.

{{issue.key}} contains DT

Daniel Gavrila_xhc5hh

Hi, @Marc -Devoteam- , thanks for the reply!
I have to use conditions in the branch because I have multiple projects and we link tickets between them.
If I try to be specific on the type of conditions, I noticed that the links fail. So I use the projects to get to the correct linked work items.
As you can see from the audit logs, the automation finds the right ticket across projects and it claims it edited it. It's just that the attachment is not actually copied.

Thanks for the link you provided, it's very useful. I proudly discovered myself that, since in Jira Service Management attachments are transformed into comments, the comments transfer rule apply, which it does, but the file show as "preview unavailable".

Daniel Gavrila_xhc5hh

Alright, @Marc -Devoteam- , I figured out what was wrong.
In the Copy Attachment action I selected "current work item" instead of "trigger work item".
So the automation should look like this: Screenshot 2025-08-19 at 16.03.33.png

That still leaves the photos attached within comments who do not get transferred along properly and show "preview unavailable".

Marc -Devoteam-

Hi @Daniel Gavrila

Photos in comments are attachments an link to an attachment in the issue. If you paste a photo in a comment its linked to that issue. So when copying components the preview wants to use the key of the issue where it was pasted, but on a new issue this key is different.

So its best to add attachments direct and not via a comment.

Clara Belin-Brosseau_Elevatic

Hi @Daniel

As an alternative to Automation that can be really complex to implement sometimes for specific use cases, I can suggest trying our app Elements Copy & Sync.

You'll be able to synchronize comments and attachments between linked issues (cross-projects and even cross-instances).

sync-attachments (1).png

Don't hesitate to check the documentation, it’s really quick and easy to set up.

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

Daniel Gavrila_xhc5hh

I understand, @Marc -Devoteam-, but attachments can only be added as comments in a Jira Service Management type of project.

Daniel Gavrila_xhc5hh

Thank you, @Clara Belin-Brosseau_Elements - we will consider your app in the future, especially to sync tickets between projects sitting across different instances.

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