Cloned issues immediately send email, workflow question

[Morgan Fletcher]

I'm new to maintaining and using Jira. We are using Jira 5, but had been using Jira 4.0 before I upgraded it. One of the users came to me with a problem. I'm wondering if you have a suggested solution?

He said that he had just gotten an email about a ticket. The author had cloned an existing ticket, assigned to him. He read the email and fixed the problem in the ticket before the author had time (ten minutes) to write the true problem into the cloned ticket. In other words, he fixed the wrong problem.

What's the solution for this usage case? Should cloned tickets not generate an email until they are amended once? Should people not clone tickets in order to report new problems? A third solution?

Thanks,

Morgan

[Jobin Kuruvilla [Adaptavist] · Accepted solution]

Cloning is actually a creation of a new ticket and hence it will throw the same 'Issue Created' event. Since you want the 'Issue Created' event to send notifications, you won't be able to handle the clone case separately unless you do some dev work.

Maybe you can advise the users to use a plugin like 'Clone Plus' plugin which will give you the option to update the description and other fields before you press Create!