automation rule for when issue linked as duplicate

Ryan Hormann

Sometimes people will submit duplicate tickets via email (not word for word but same issue). I have been manually linking the issue as duplicates then adding a comment to the ticket and changing the status to resolve. Manually linking as duplicates is fine, but is there a way to create an automation rule to automatically add a comment and resolve the ticket when I link this issue, but only on the ticket that is the duplicate, not the original.

 

This is the rule I have so far, but it looks as if when I choose "Types: Duplicate" its for both tickets, the duplicate and the original, but I only want this rule to trigger for the duplicate.

Bill Sheboy

Hi @Ryan Hormann 

Link types are directional, and automation rules trigger on a specific work item in one direction...regardless of from which work item the link was added.  (To learn more, please see this post from @Trudy P Claspill )

And thus, please check your link type configurations to confirm which one is going to be the rule trigger, and then update your rule accordingly.  For example, adding a branch to the destination work item before transitioning and adding the comment.

Kind regards,
Bill