Jira Automation doesn't assign a user to a cloned issue

[Leons Gumba]

Hello! We are using both Jira Service Management and Jira Software in our company. Our users have a service desk front-end where they are able to create requests. After the creation, those requests appear in our JSM.

We have a project in Jira Software for our Compliance team. They want all of the compliance-related requests to appear not only in JSM but also in that Jira project.

I have set up a Jira Automation rule to clone those issues from service desk to their Compliance Jira project. This rule works perfectly well and clones all of the requests without any issues:



The Compliance team also asked me to assign all of those issues to a specific user, thus I created this rule as well:



The problem is that when an issue is cloned, the assignee field remains empty. However, when I create a new issue directly on the board and leave the assignee field unassigned, the desired user is successfully assigned as the assignee.

Why does it work when creating issues in the project itself but doesn't work with the cloned issues?

[Stephen_Lugton · Accepted solution]

@Leons Gumba The way that automation works is that the automation only runs if there is an action to trigger it, unfortunately for what you are trying the first automation is not providing a trigger for the second one.

There are a few things you could do:

(1) In the the rule details of the first automation check the checkbox at the bottom of the rule (Check to allow other rule actions to trigger this rule. Only enable this if you need this rule to execute in response to another rule.):

(2) set up the clone issue task in your first automation to include the assignee, by clicking on '⚙ Choose fields to set...' and then selecting assignee from the list (which would remove the need for the second automation, so I would suggest doing this):

(3) Put in a branch in your first automation for most recently created issue, followed by a step to assign the to the required assignee 

[Stephen_Lugton]

A couple of questions though:

• Why are you cloning a ticket both when created and when updated?  This will keep raising a cloned ticket every time a change is made to the original ticket.

• Have you considered the option of creating a board in their project with a filter something like:
  
  Project = "Your JSM" and "Request Type" = "Compliance Request"
  
  This will allow you to have only one ticket for each request and allow any comments from compliance to be provided to the requester.

[Leons Gumba]

@Stephen_Lugton thank you so much for your response and your suggestions!! You really helped me out here. I decided that your second suggestion with '⚙ Choose fields to set...' is the easiest one to implement, so I have just added the desired person to the Assignee field there.

And now it works! Yes, about the "update issue" trigger - it is redundant indeed, so I removed it and only left the "create issue" trigger.

Again, thank you so much for your help! And for explaining how automation runs in terms of triggers.