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Moving ticket to another project and emailing the new ticket


I am looking at moving a ticket created in the SD portal to another project and emailing the requester the new  ticket number so they can access the ticket in the new project. 

I created a clone and delete  automation but i need help with the email part. 

Thank you

2 answers

1 accepted

1 vote
Answer accepted
Sherry Goyal Atlassian Team Jan 19, 2021

Hello @Tudor Lala 


You can achieve this by using "branch - Most recently created" after clone action and smart values in "Send email" action.

Something like: 

Screen Shot 2021-01-20 at 11.16.24 am.png


I used:

{{triggerIssue.reporter.emailAddress}} to access reporter's email address in original ticket

{{triggerIssue.reporter.displayName}} to access display name of reporter to mention in email body.

{{triggerIssue.key}} will mean original issue key

{{issue.key}} means the newly created ticket by clone action.

Then you can use "Delete action" outside branch to delete issue.

Sharing some useful links: smart values and branch rule/related issues.

Hope this resolves the concern.


this works perfectly, thank you. 

The last bit that is optional but desirable would be to transfer a radio button selection ( Normal priority/Urgent ) . I have the custom field, the JQL to find it, i need some help editing the priority in the created clone. 

Sherry Goyal Atlassian Team Jan 27, 2021

@Tudor Lala You should be seeing that field in dropdown inside "clone issue" where you can set its value. Let me know more details about the use case what exactly you want to set and maybe share your rule too. Will help me in understanding what exactly you are after.

1 vote
Brant Schroeder Community Leader Jan 18, 2021


You should just be able to add a public comment on the issue and the user will get an email.  You maybe running into a licensing issue if you are going from a service desk project to a software or core project.  In order to get communications and see the issue on a software or core project the user will need to be licensed.  

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