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How to sync parent issue to sub-issue ?

Hi All,

 

I'm tring to create a automation rule to synchronize the ticket status from Parent to sub-ticket with condition if those sub-ticket linked as "Duplicate" or "Duplicate by". When we update the status of Parent ticket. Sub ticket should be update as well.

 

This is the current Rule Detail settings.

Rule-details.png

 

And error message in Audit logs.

Audit-details.png

 

Do you have any idea what caused the issue ?

 

Thanks in advance.

2 answers

1 accepted

Yes; these issues are not in a parent/sub-task relationship, they are in a linked issue relationship. Use "Copy from trigger issue" or "Copy from linked issue", instead of "Copy from parent issue".

Hi Alex,

 

Thanks for your answer. I'm already update the rule. And look like the rule is working now. However when I check on the Audit logs it still showing as some error as below.

Audit-details2.png

Do I need to fix something ? 

Not really. This will happen if the linked issues are different issue types and have different workflows. For example,

  • if TICKET-105 is a Service Request
  • and TICKET-104 is an Incident,
  • the default Service Request workflow uses "In Progress"
  • and the default Incident workflow uses "Work In Progress"
  • so this error is expected.

If you want to keep duplicate issues synchronised, they should be using the same workflow.

Hi Alex,

Thanks for your answer. 

From my test case. I'm already create 2 tickets as same Service Request. Unfortunately it still showing as error message above. 

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