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Certain participants not getting notified on cloned tickets.

Justin Goodemoot

Hello!

I have (almost) successfully set up cloning automation - it is actioned when an agent marks a certain ticket type as Resolved. It clones the ticket and adds participants as part of the cloning. However, not all users are being notified that they have been added as a participant onto the cloned ticket.

The notifications are not going out to a distro list called Payroll (we have another to the same distro called Payroll team -- as you can see in the screenshot below, both are added in addition to individual users). For years, we have been able to add this distro list as a participant on a huge number of tickets -- however, as part of the cloning action, the Payroll team is not getting notified that they are a participant.

Is there any way I can guarantee that notifications will be sent out when cloning? Is there something on the user access level that I need to ensure is activated to make sure they get these notifications?

Any and all guidance is helpful. Thank you!

Justin

Screenshot 2026-03-18 at 5.45.14 PM.png

Accepted answers

All comments

Himanshu Tiwary_go407r

Hi @Justin Goodemoot ,

In JSM, request participant/customer notifications are tied to the Request Type. If the cloned issue is missing that value, participants may be added successfully but they still won’t get customer notifications.

check these

the cloned ticket has the correct Customer Request Type
the distro list members / users are actually customers in that service project
If you’re cloning across projects, set the Request Type after creation in the destination project, or use Create issue with request type instead of Clone

Regrettably, the addition of the participant during the clone operation in itself does not guarantee the notification. If you want to guarantee the email, you should add another Send email action in the automation as well. Check this for reference

Justin Goodemoot

Thank you @Himanshu Tiwary

I am cloning into the same project and each is a customer in the portal.

Unfortunately I was not able to figure out how to set a new request type in the cloned ticket -- Request Type was not coming up as a field I could set. The request type was blank on the clones and everything seemed to be working fine despite that, until this notification issue. Below is a screenshot of me trying to add it into the cloning automation rule [the available fields listed are not the correct ones].

Do you happen to have a community article that you've seen that speaks to how to add request type into cloned tickets correctly?

Thank you,

Justin

Screenshot 2026-03-18 at 6.12.53 PM.png

Himanshu Tiwary_go407r

Hi @Justin Goodemoot ,

Try this rule flow

Trigger
Clone issue
Edit issue → Most recently created issue
More options JSON → set Customer Request Type with JSON

Use this on the most recently created issue:

{
"fields": {
"customfield_XXXXX": "your-portal-key/your-request-type-key"
}
}

If “Request Type” is blank on the clone, this is usually the only reliable way to set it.

Reference URL

Justin Goodemoot

Thank you @Himanshu Tiwary , I get the below error when putting this into the JSON window.

{
"fields": {
"customfield_10021": "22/1276"
}
}

Strange that it should say I don't have permissions when I'm the admin on the desk. Could it be I'm inserting the incorrect portal key or request type key? Have also included a screenshot below of the portal address of the request type I'm trying to change it to.

Screenshot 2026-03-18 at 7.05.39 PM.png

Screenshot 2026-03-18 at 7.06.42 PM.png

Igor Medeiros - Modus Create

Hi @Justin Goodemoot

In JSM, customer notifications hinge on the Customer Request Type being populated on the cloned issue, as Himanshu noted. If you want a delivery path that does not depend on request-type plumbing, an outbound rule with explicit recipients is more predictable. Our app Notification Assistant for Jira can fire on Issue Created with a JQL filter for clones. Recipients can be a hardcoded distribution list, a group, or a custom user-picker field, independent of the JSM notification scheme.

Feel free to reach out if you'd like to learn more.

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