Clone an issue from service management to software and copy comments

[Cody Trimberger]

We have an automation set up that when we change a specific field to a specific value that issue will be cloned to a Jira software project and a number of fields will be copied over with it. We are having issues getting the comments from the service management issue to copy to the new ticket in the software project. We would also like to copy attachments but that isn't an option in the field selector under the clone part of the automation.

I will also mention we do not want to install and add-ons.

If anyone has any ideas or knows if this is a known issue please let me know.

Thank you

[Angélica Luz · Accepted solution]

Hello @Cody Trimberger

Thank you for reaching out to Atlassian Community!

When using the automation to add comments, it’s possible to create a rule to copy new comments added to the original ticket (Service Management) and add them to the cloned one (Software). For that, it’s important that both tickets are linked. 

When cloning a ticket, it’s not possible to copy existing comments.

• Allow different "Clone Issue" options

 Here is an example of a rule:

The attachments added to the comment will be copied as well, but due to a bug, it will show “Failed to load”:

• Cloned comments using Automation shows images as "Failed to load"

Hope this helps!

Kind regards,
Angélica