Creating a routing or 'passthrough' style project
I am not an Atlassian expert, though I am learning more and more each day.
I'm working on a setup where tickets are created in a company-wide externally-facing project (e.g., “External Project”) but need to be cloned into an internal team-managed project for processing. Once fully cloned, the original ticket should be immediately deleted so that customers only see the internal ticket (e.g., “Transportation”, "Finance") in their portal. This way the client has only a single project to navigate, but it appears that they dropped the ticket into the correct internal project.
We use Deep Clone and I have added a post-function to the creation step of the workflow which correctly recreates the ticket in the internal project, including any forms. JIRA automation immediately deletes the original ticket on creation.
1.Race Condition with Forms: If the original ticket is deleted too quickly forms don’t clone into the internal project. If I don't delete immediately, the form is correctly copied.
2.Redirect to Deleted Ticket: After ticket submission, JSM redirects the customer to the original ticket where they may wish to comment or share with others. (e.g., EP-12), but this ticket no longer exists or will be deleted in moments. Customers should only be directed to the one associated with the internal project (e.g. TT-15).
How I've tried to solve it:
1. We don't pay for Premium so I can't add a Delay step of say 10-15 seconds to allow the form to be copied then delete the "external" ticket. I don't know if Premium would be approved as it more than doubles our cost. I also thought to use an SLA timer, then delete once the SLA is breached, but the shortest time an SLA can be is 1 minute, which is too long for my purposes.
2. chatGPT tried to guide me through creating a screen with a read-only field, and associating it with the creation step, but I was unable to figure out exactly how. I'm going to try and attempt that again in a slightly different way. Would upgrading to Premium make any difference in trying to solve this?
Thanks to anyone with some insight!
