How to Maintain Communication With Customer Via a Cloned Jira Service Management Ticket

[Robert Piscitello]

Hi,

I have a case where I need to kick off a complex workflow involving several departments when a ticket is submitted to my Jira Service Management Portal (JSM).  I attempted to create clones of the original ticket, 1 for each dept. that needs to perform work, via automation.  This all works flawlessly.  Great job Atlassian. The issue is when someone "replies to customer" in any of the cloned tickets, the communication does not work and an email is not sent to the reporter/requestor.  The clones all reside in the same JSM project.  This is a critical feature because all the people in our different departments do not want to see all the email traffic with the client from other departments.  They only want to be included on emails where their task in the process is concerned.  Any help would be greatly appreciated.

Rob

[Trudy Claspill · Accepted solution]

Hello @Robert Piscitello 

Welcome to the Atlassian community.

How are you cloning the tickets? Are you doing that manually or through Automation?

Can you confirm that the issues created by cloning have the same reporter as the original issue?

Are the issues created by cloning in the same project as the original ticket?

Do the issues created by cloning have the Request Type field set?

[Robert Piscitello]

I clone the tickets using Automation.  I have also tested this using a slightly different architecture where I manually create subtasks in the original JSM ticket and then reply to the customer.  This also does not work.  There is documentation in the user forums where people are complaining that none of the communication in subtasks work either .

Cloned issues have the same reporter as the original issue

Cloned issues have been cloned within the same JSM project as the original issue

All issues created by the cloning have the request type set.  Although I have created a custom type for each department’s clone, different from the standard JSM issue, so that I can filter them out by type into different queues.

[Trudy Claspill]

Thank you for that additional information.

Is this a Company Managed JSM project or a Team Managed JSM project?

In a Company Managed JSM project Issue Type and Request Type are two different things. Using the Clone action in an Automation Rule does not copy the Request Type field to the new issue, and the Request Type field can't be set in the Clone action. A separate Edit Request Type action has to be used.

So, if you are working with a Company Managed JSM project, what method are you using in your automation rule to set the Request Type in the newly created issue?

[Robert Piscitello]

It is a company managed JSM project.

I set it to set the request type and it did not fix the problem.  However, the issue type I was creating with automation was different than the issue type of the parent issue.  When I change the issue type of the clone to the issue type of the parent issue communication from the clone now works!  Thank you. so much for your help!

Best regards,

Rob

[Trudy Claspill]

Ah, yes, whatever issue type you are creating would need to be associated to the Request Type that you set.

Glad to help!

[Joseph Chung Yin]

@Robert Piscitello -

Welcome to the community.  I agreed with @Trudy Claspill that you will need to add to your automation to Edit the issue (for the Cloned issue) and set the Request Type properly.  Once the process is done, then reply comments for customers on the issue will be executed.

Best, Joseph Chung Yin