Link issue --> copy attachments --> show attachments to new issue's customers

[Francesco Carullo MMS]

Hi,

We have 2 JSM projects, same Agents, different Customers. Sometimes we need to show attachments of Project #1 issues to Project #2 Customers.

We are trying to do the following:

• Create a linked issue from Project #1 to Project #2
• Select "Copy Attachments" option
• Set the Project #2 Customer I'd like to show the attachments to as the Requester of the newly created Project#2 issue

Everything works fine, the Customer can see the issue with all the details, except the attachments. Only way I found is to download the attachments and attach them into a reply to customer. 

Is there any way to automate this last step?

Thanks

Francesco

[Manoj Gangwar · Accepted solution]

Hi @Francesco Carullo MMS 

You can create an automation rule for this. Below is the example. 

Trigger: "Issue Created" in Project #2.

Branch rule / related issues: For linked issues in Project #1.

Condition: Ensure the linked issue in Project #1 has attachments: {{triggerIssue.attachment.size}} > 0

Action (Add Comment): Add a comment to the issue in Project #2 and include the attachments:

Comment body: "Please see attached files from the related issue in Project #1."

Attachments: Use smart values like {{triggerIssue.attachment}} to access the attachments.

[Francesco Carullo MMS]

Hi @Manoj Gangwar ,

thanks for your reply, it seems to work except the last step: the comment is added and it contains the text, but there isn't any attachement (the issue has attachments).

Any advice?

[Manoj Gangwar]

Could you please share the screenshot of comment action how it is configured? 

[Francesco Carullo MMS]

I changed a the automation rule like this:

and now I'm getting this:

Is is possible to add the real attachment (eg picture) to the comment?

[Manoj Gangwar]

Please change the smart value to {{#attachment}} !{{filename}}|thumbnail!

[Manoj Gangwar]

For more details

https://confluence.atlassian.com/jirakb/how-to-sync-comments-and-copy-attachments-between-linked-issues-1167831058.html

[Francesco Carullo MMS]

Hi @Manoj Gangwar , it works! 

thanks a lot

[Rajesh.Kumar]

Hi @Manoj Gangwar  Thanks for the solution, but the above smart value is copying all the attachment's from trigger issue to destination issue. Is there any possibility to restrict to attach only the latest one?

[Rajesh.Kumar]

Found the solution after  multiple attempts. Below one copies only latest attachment.

{{#attachment.last}}
!{{filename}}|thumbnail!
{{/attachment.last}}