Creating an automation to create a subtask once the ticket is submitted

[Ammar Esmaeel]

Hello all,

I come to you today with a bit of a complex issue

I have a service project that people can submit tickets to from the helpdesk portal

now in the project itself, I have team members from different departments

I need to create a subtask or clone issue automation so the different department members can have their tickets to work on that are identical to the original ticket

now when I made the automation I faced a few issues:

1-the created sub-issues or clones are not associated with any request type

2- the customer can't access the created sub-issue or cloned issues from the portal

so to summarize

once a ticket is submitted it should be duplicated and assigned a request type and give the customer access to it from the portal

is there any way to do this?

Cheers

[Ste Wright]

Hi @Ammar Esmaeel 

There shouldn't be a need to duplicate the ticket; the one submitted should be able to remain as the customer one, accessible via the portal.

You have two options for the creation of the tasks:

1. Create Sub-tasks within the submitted ticket
2. Clone the ticket into tasks, either in the same JSM Project, or into related Jira Projects

^ Which one works best will depend on your process, but below are some tips for doing this.

---

(1) Create Sub-tasks

To do this, you need to ensure Sub-tasks are an available Issue Type in the JSM Project's Issue Type Scheme.

Then, the rule might look like this...

• Trigger: Issue created
• Condition: Issue fields condition
  • Field = Request Type
  • Condition = equals
  • Value = <Request Type here>
• Action: Create issue
  • Project = Same project
  • Issue type = Sub-task
  • Parent issue = Trigger issue
  • Fields...
    • Summary:
      • <Insert Summary here>
    • ...etc
• Action: Create issue
  • Project = Same project
  • Issue type = Sub-task
  • Parent issue = Trigger issue
  • Fields...
    • Summary:
      • <Insert Summary here>
• ...etc

---

(2) Clone to Tasks

Again, you will need to ensure Task is either in the JSM Project, or in the Projects you intend to create the tasks in.

Then the rule might look like this...

• Trigger: Issue created
• Condition: Issue fields condition
  • Field = Request Type
  • Condition = equals
  • Value = <Request Type here>
• Action: Create issue
  • Project = <Project here>
  • Issue type = Task
  • Fields...
    • Summary:
      • <Insert Summary here>
      • You could use {{triggerissue.summary}} to clone the original ticket's Summary
    • Linked issues:
      • Link = delivers
      • Value = Trigger issue
• Action: Create issue
  • Project = <Project here>
  • Issue type = Task
  • Fields...
    • Summary:
      • <Insert Summary here>
      • You could use {{triggerissue.summary}} to clone the original ticket's Summary
    • Linked issues:
      • Link = delivers
      • Value = Trigger issue
• ...etc

---

Notes:

• I recommend limiting the rule using a Condition, to relevant tickets created. The Condition above is just an example, as Request Type might not be the relevant factor here.
• You would create a Sub-task or Task per department. You can set different fields as needed - eg. Assignee.
• You can use the Create or Clone Issue Action - it's still possible to set data to be copied from the trigger issue either way.
• You have a few options when setting data in fields...
  • Hard code it into the rule - eg. if it's a certain Assignee each time
  • Copy it from the Trigger issue, to do this on the Action...
    • Select the breadcrumbs next to a field (...)
    • Select "COPY" from the dropdown
    • Set to copy the value from the trigger issue
  • Set it using smart values. You can access field information on the trigger issue using...
    • {{triggerissue.<field here>}}

---

Let us know if this helps - and if you need further assistance, please comment further :)

Ste

[Ammar Esmaeel]

thank you so much @Ste Wright 

i will try this solution and get back to you

only issue is that I need the customer to access the sub-tasks or clones as well from the portal

Cheers

[Clara Belin-Brosseau]

Hello @Ammar Esmaeel

If you're seeking for an easier way to clone an issue across departments and display it in the portal, you can try our app Elements Copy & Sync that allows you to clone and sync a full hierarchy of issues with all their content (summary, description, custom fields, comments, attachments, etc). 

You can check our guide here.

You can try the app for free during 30 days (and it stays free under 10 users).

 Kind regards,

Clara