Come for the products,
stay for the community

The Atlassian Community can help you and your team get more value out of Atlassian products and practices.

Atlassian Community about banner
Community Members
Community Events
Community Groups

automation rules help

Hello! I have a question on automation. I just created a custom field where I want our help desk to put information on what kind of triage they did before they escalate a ticket to our IT team.  The tickets are already connected meaning if they put the help desk ticket into triage, it creates a new ticket for IT.  How do I take the information from the custom triage field on the help desk ticket and have it appear on the new IT ticket? 

3 answers

@clare_lawson I'd first ensure that the issue screen has your custom field visible and then ensure your automation rule is populating that field in the issue created for IT. May or not be everything but some starters that you may need to do. I'm sure others will chime in here. 

If the custom field is on the creation or edit view screen. From there when you creat the new issue with automations for Jira you will want to make sure a few things on the newly created ticket. 

Using the linked issue field and setting the dependancy correctly for the link. 

Setting the custom field you need to the new issue and copy from trigger issue. 

As was stated the most important is to make sure the field is on the right screen. 

Also read up on smart values as they will let you combine data from multiple fields into  variables that can be used in automation

0 votes
Jack Brickey Community Leader Jun 20, 2022

hi @clare_lawson ,

the exact solution depends on where you are trying to add that information. I am assuming that the same field exists in the second ticket that is created and you simply want to copy the field. Assuming this is the case the below should work for you. Please advise.


Note in the example below I simply chose work in progress as the new status since I don't have a triage status. And then I chose environment for the field to update since I don't have a triage reason field. This is make sense?



Suggest an answer

Log in or Sign up to answer

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you