Create new ticket from closed ticket comment

[Josh Olds]

Hi all,

Looking at creating a new ticket from a closed ticket comment added.

When the new ticket is created, a comment is added to the trigger (or closed ticket) with the new ticket number.

What would you suggest?

[Sussi Åström]

I got it to work. Now I need to find a way to get a email notification of  the new ticket creation, like when a new request is created by a user. Any ideas? All suggestions are welcomed. 

[Sam Bartolome]

The ticket creation has an event which should send a notification if configured. Otherwise you can add the send email option from the automation you created

[Sussi Åström]

Thanks @Sam Bartolome 

 I've also noted that the newly created ticket is not visible in the clients portal. I would expect it to be, but is this not the case. Would you know?

I am a newbie to the world of Jira & Jira Service Mgmt. 

[Sam Bartolome]

Is the reporter the same in the original issue than the newly created?

Is there any security level associated to?

Are both issues in the same project? Same issue types or different? If different, are both issue types available in the portal?

Please note the url between customer and agent view changes:

Agent - https://YOUR_INSTANCE/browse/ITS-1

Customer - https://YOUR_INSTANCE/servicedesk/customer/portal/3/ITS-1

[Sam Bartolome]

Hi @Josh Olds ,

You can use Automation to achieve that easily. Something like the screenshot:

[Josh Olds]

Amazing thank you!

I'm a little stumped on the comment part. What do you think?

[Sussi Åström]

This is brilliant - thanks for this! 

Is there a way to add the closed ticket id to the new - for reference purposes`?

[Sam Bartolome]

You can add the below which should bring the ticket as hyperlink

<a href="{{issue.toUrl}}">{{issue.summary}}</a>

Check on https://support.atlassian.com/cloud-automation/docs/jira-smart-values-issues/ for further documentation

[Sussi Åström]

Thank you @Sam Bartolome !