How is it possible to clone customer Tickets/inquiry? (jira service desk customer portal)

Question

Hello Community, hope u guys can help us :)

Our customer creates a ticket. We start editing and the system automatically creates a clone of the ticket (we communicate internally via the clone ticket).

How can we adjust this again? That the ticket created by the customer gets cloned? Because that does not work for our new customers, who create a Ticket. Where can we make this setting?

Thanks in Advance!

Bastian Stehmann · Answer

Hi @[deleted],

I have to guess how you have done this, but it is probably an automation in Service Desk or an workflow postfunction.