Project A automation rule 'create new issue' to Project B Errors

[Greg Costa]

Project A & B are both JSM. Project A has the same custom issue type as Project B but different request types.

I have an automation rule that when a customer places a request on the portal on Project A, it creates a new issue in Project B but I have the following issues:

• Project B issue does not link the ticket to trigger issue despite the Rule builder being the following:
  • Branch: For Current issue
  • Issue Fields Condition: Field equals value
  • Issue fields Condition: Field is not empty
  • Then: Create a new issue in Project B with same issue type
    • Field to Set: Linked Issues Relates to Trigger Issue

There are two branches. one for onboarding and the other for off-boarding. They both are configured the same. The only time this worked is when the action was set to clone issue and not create new issue.

The other problem is that when the issue gets created in Project B, the request type is not automatically added. In Project B, the issue type is associated to the request type (even though the request type does not equally match Project A).  Furthermore, I created an automation rule in project B (as a workaround) to 'Edit Request Type - request type used for onboarding/off-boarding' to any new tickets where Issue Fields condition Field matched the onboarding or off-boarding value and it doesnt not work either. 

[Greg Costa]

I'm still having this issue. Does anyone have any suggestions?

[Kseniia Trushnikova]

Hi @Greg Costa,

Are there any errors in the rule log?

You can set a Request type field value with JSON:

{
  "fields": {
    "customfield_10010": "5"
  }
}

• 'customfield_10010' is the Request type field ID,
• and '5' is a Request type value ID. You can find this ID by hovering over a request type and checking its URL in Project settings > Request types.

In addition, you can link a new issue to a trigger one in the same place in the Create issue action. Here's the example:

[Greg Costa]

Hi @Kseniia Trushnikova ,

Thank you for your response. I do have the link a new issue to trigger issue within the 'Create Issue' action but I have it set for 'Relates to' instead of 'is cloned by.' See image below. It does not work and no errors are shown.

As for the 'Edit Request Type' action, it should of worked as the logs showed 'No Actions Performed' for other tickets but the one test ticket I created, there was no log entry.