JSM -> Jira Automation to copy task

julius schulze
Contributor
September 25, 2024

 

Hey everyone, I hope I can find help here. I've run into a similar issue and just want to make sure I'm not confused. When a customer raises a question in our portal, the helpdesk shows it in a dedicated window (highlighted blue), and below are the regular fields for additional information from the agent (documentation, description).

My automation now, as I understand it, wants to copy the empty fields that are shown "below" the customer's report.

How can I fix this?

The reason for my automation is that when a customer reports an issue, an agent takes a look, and when it's a bug, the reported issue should be copied to the active software project.

What is it that I'm not seeing?

Bildschirmfoto 2024-09-25 um 13.01.42.pngBildschirmfoto 2024-09-25 um 13.05.49.png

1 answer

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Jack Brickey
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
September 25, 2024

Hi @julius schulze , so what exactly is not working? Can you share the audit? Can you add a "refetch data" action after issue is created? 

  • is the issue created n the correct project?
  • If so is the created issue transitioned?
  • are any of the fields copied?
  • do all fields exist in the in the SW project?

 

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