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