If you work in a support team, you know you can spend hours copying comments from one ticket to another. Good news: Automation can do it for you!
I recently helped a support team working with two issue types:
A problem is linked to several incidents. When there is an update, you want to share it with all related incidents. What if you could automatically add a comment to linked issues?
What if when you add a public comment to a problem:
It is then automatically added to related incidents?
Here is how to set it up:
Let's see how it works:
This is pretty straightforward: the rule is triggered when a comment is added to the issue.
We only want to copy comments from Problems.
This one is more advanced, we are using smart values to check if the comment added to the problem is internal or public. We don't want internal comments to be copied to incidents: you don't want to share all your investigations with customers.
Here is the smart value you can use:
{{comment.internal}}
We are now using a branch to go copy comments from problem to linked incidents. We usually see the following links:
So we can restrict the branch to associated issues with link "causes".
We are now copying the comment to the incident request:
Hi {{issue.fields.reporter.displayName.split(" ").first}},
{{triggerIssue.comment.last.body}}
Cheers,
{{triggerIssue.comment.last.author.displayName}}
Smart values translation:
Make sure to choose "Share with customer" in the Comment visibility option.
And that's it! Let me know in the comments if you have any questions.
Manon Soubies-Camy
Atlassian consultant
France
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