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How to copy comment from ServiceDesk to "normal" project?

Jeroen Gouma January 5, 2023

In our setup we plan to have 1 Jira ServiceManagement (JSM) project as single point of entry for all our customers.

Once a ticket is created automation should create a new ticket in the appropriate Jira project dedicated to a specific team. This ticket should be linked to the original (JSM) ticket. So far, so good. This works.

But now we want a comment which is entered on the JSM ticket to be copied to all linked Jira tickets (in the projects).

Currently I have the following automation, but this is not doing anything?

Comment_automation.png

 

And of course we also would like this the other way around, but no luck on that route also. Any help is highly appreciated

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Mario Ilinović January 5, 2023

Hi,

Can you please share the log?

I create the same automation, a little different (see my picture,) and this is working fine because the rule has to be restricted to all project where you have linked the issue.

Capture.JPG

Br. Mario

Callum Carlile _Automation Consultants_
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January 5, 2023

@Jeroen Gouma As Mario mentioned, it might be because your rule is scoped to only the project that it is being triggered from.

To check this, you will need to go to Admin cog > System > Global automation and click into the rule. In Rule Details, if it says Single project, you will need to change this to Multiple projects and select the two projects that are being used by this rule.

The only cross-project action you can use with a rule scoped to a single project (the triggering project) is Issue Created.

Hope this helps!

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Jeroen Gouma January 8, 2023

Mario, Callum,

thanks for your help. Changing the scope to both projects did the trick. It's working like a charm now.

 

Learning more and more...

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