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Is there a rule that you can setup for the following:
In Jira Software
Create a rule that if you tag a certain alias in a comment then it copies the comment to the internal notes on the Jira Service Management side?
1) Can you create an alias to tag?
2) What rule do I set up if I want it to be copied to the internal notes of my service desk instance?
3) Software and Service desk is on the same instance
I don't think you are going to be able to tag an alias at all. What exactly are you trying to accomplish?
Jira Software only has one place you can update comments it does not give you an option to comment internal or external or am i understanding your question incorrectly?
We need a way that if we update in Jira Software it needs to update the internal notes on the Service Management ticket. (if it is a linked ticket ofcourse).
Hi @Marc Koppelaar,
Thanks for mentioning us!
@Vanessa Becker our app Elements Copy&Sync allows you to update comments from Jira Service Management tickets to Jira Software tickets.
I invite you to take a look at these two support documentation explaining how this can be done:
Let me know if you have any other questions.
Not sure about creating "alias or tags" in the comment body, but if you have a way already to identify the destination JSM issue, say in the case the Software issue was created from the issue in the first place, you could use a keyword filter to pass the comment body only if it contained the keyword.
Your trigger would be issue-created/updated and comment body filtered by your keyword and has issue link with action to internal note.
I did this with a "#sync" tag but outside automation for Jira, but the same should work in automation.