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Attachments are not copying from JSM to JWM and vice versa

shivani shirguppi April 1, 2024

I have created the automation to push the attachments attached in comments from JSM to JWM and vice versa but it is not working.

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Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 1, 2024

Hi @shivani shirguppi,

Happy to help, but please share screenshots of your full automation rule and any error messages (if any) you see in your automation rule's audit log. We can't help you based on the information you provided.

In the meantime, for reference check out this support article.

Hope this helps! 

shivani shirguppi April 1, 2024

@Walter Buggenhout 

JSM to JWM

Screenshot 2024-04-01 173811.pngScreenshot 2024-04-01 173757.png

shivani shirguppi April 1, 2024

@Walter Buggenhout 

JWM to JSM

Screenshot 2024-04-01 173955.pngScreenshot 2024-04-01 173943.png

Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 1, 2024

That's a good first step, @shivani shirguppi. But what exactly do you do in the  Edit issue / attachments step? There probably is the clue.

shivani shirguppi April 1, 2024

@Walter Buggenhout  Edit the attachment field which should copy from trigger issue

Screenshot 2024-04-01 180125.png

Walter Buggenhout
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
April 1, 2024

That looks like the proper way to do this, @shivani shirguppi. It sometimes happens that the data is not properly stored on the issue and that it's not there when your rule tries to access them. You may fix that by adding a refetch issue data action to your rule just before the For linked issues branch. 

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shivani shirguppi April 3, 2024

@Walter Buggenhout I have added refetch issue data action and tested, following is the errorScreenshot 2024-04-03 180320.pngScreenshot 2024-04-03 180302.png

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