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Ability to edit description before cloning with Automation


We use automation to clone tickets from our Service project to our Software project. 

See an example of an automation below.

Is it possible for a pop up box to appear where Support can edit the description of the issue that will be created in the software project before the issue is cloned.

Use case:

1. Customer emails Support (We don't use the portal)

2. Support does initial investigation.

3. Support uses manual automation to escalate to Devs.

When cloning the issue Support want to be able to edit the description that the customer sent so that they can summarise it for the Devs.

I know that the description can be edited in the dev project after a ticket is cloned but a dev may already be looking at the issue and then not see when the description updates.

It can also be edited before cloning but then that would be changing the original email that the customer sent us which we don't want.

Screenshot 2023-10-24 at 13.43.43.png

1 answer

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Oct 24, 2023 • edited

Hi @Ruairi O_Malley 

I think it is not possible to have a pop up screen to update description while running an automation. However, I can think an alternate way to achieve it by changing the approach a little bit.

If I were you, I'll create a status called Send to Dev - P1 in service project & change the automation trigger to Issue Transitioned rather than manual to run this automation to clone issue in software project.

Now, I'll add the transition screen while transitioning to status Send to Dev - P1 with description field, where support agents would be able to update the description field. This then will be updated in your software project issue upon cloning.

Hope it helps.

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