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Automation | Creating new ticket, copying attachments

J B_aty2np

Hello, is it possible to copy attachments using automation rules? We escalate tickets to other type of tickets and like to copy attachments to the new ticket.

For example; a customer creates support ticket with a screenshot and log file. The ticket is escalated to a development ticket, because it is a software bug.

It would be handy if the attached files are also added to the new DEV ticket. Some fields are copied using JQL inside the new ticket's description:

Support requests 2nd line support:
* *{{userInputs.reasonToEscalate}}*
* Issue at Support: {{issue.key}}
* Original summary: {{issue.summary}}
* Notes: {{userInputs.notes}}
* Original description:
{{issue.description}}

See "Support ticket" type linked issues.

Is there any way to also link attachments to the new ticket?

Accepted answers

Gor Greyan

Hi @J B

In your Create work item action, add the Attachments field to the fields being copied. Jira Automation lets you choose the source work item (for example, the trigger issue), and it will copy all of its attachments to the newly created work item.

The feature is documented here:
https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Create-work-item

All comments

Gor Greyan

Hi @J B

The feature is documented here:
https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Create-work-item

J B_aty2np

Thank you! I've looked over this option earlier, but this is it!

Gor Greyan

Hey @J B

Glad to help!

Clara Belin-Brosseau_Elevatic

Hi @J B,

Good to hear the native "Create work item" action solved the attachment copying for you.

One thing worth mentioning for this kind of escalation workflow: if you ever need the connection between the Support ticket and the DEV ticket to stay live (not just a one-time copy at creation), that's where our app Elements Copy & Sync can help. Instead of only cloning attachments and fields once, it can also keep them synchronized afterwards: so if the customer adds another screenshot or log file to the original support ticket later, it also appears on the linked DEV ticket automatically, and vice versa if the dev team adds something back.

This is typically used by teams doing escalation between support and dev (like your case) to avoid the back-and-forth of manually re-attaching or re-copying updates after the initial escalation. You can check the documentation if that's something that could be useful for your team.

issue-content-sync-comments-attachments-with-options (2).png

Not necessary if a one-way copy at creation is all you need, just flagging it in case the tickets tend to keep evolving after the DEV ticket is created.

Evelin Bayer - codefortynine

Hi @J B ,

Great that the native "Create work item" action worked for you!

I understand you didn't want to work with Jira's native Clone action because it would have created a 1:1 copy - you can't transform the description into a custom escalation template with Smart Values and User Inputs, and you have limited control over which fields go where.

"Create work item" is the right call for that flexibility . but it does come with some trade-offs:

No automatic issue link between the original and the new ticket (requires a separate "Link issues" action)
No way to carry over comments
Embedded images in rich text fields don't transfer cleanly

If you want to take it a step further: our Deep Clone for Jira app has a dedicated Jira Automation action that covers all of this in a single step:

Attachments - including embedded images
Customizable issue link for full traceability (“CLONES” or any other link type)
Comments for full support context

For more details see our Jira Automation documentation as well as the configuration options for the clone action preset.

Disclosure: I work at codefortynine, the vendor of Deep Clone for Jira.

Best, 

Evelin Bayer | codefortynine

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