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Notifications are not sent after an issue is cloned

Hi Team, 

When a ticket is cloned from one Project A to Project B, the reporter of the original ticket does not seem to be getting any notifications on the newly cloned ticket. Even if the agents in project B adds a comment on the cloned ticket, it still does not trigger an email notification to the reporter.

Note: The cloning is done via an automation (shown below):

Screenshot 2023-11-15 203617.png

2 answers

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Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Nov 15, 2023

Hello @Swaroop Kumar 

Is the Reporter on the new issue actually getting set to be the same as the Reporter of the original issue? 

What type of project is the project that has the original issue?

What type of project is the project where you are creating the new issue?

Are you working in Jira Cloud or Jira self-hosted? I see that you tagged your post as "cloud", but the option you selected for setting the Reporter looks different than what I see in Jira Cloud.

This rule has an action to send an email. Are you intending that email to be sent to the Reporter specified on the original issue, with details about the original issue? Or are you intending it to be sent to the Reporter on the new issue, with details about the new issue?

Hi @Trudy Claspill 

Is the Reporter on the new issue actually getting set to be the same as the Reporter of the original issue? Yes, the reporter is set correctly on the cloned issue

What type of project is the project that has the original issue? Both of these are Jira Service Management projects (company-managed project)

Are you working in Jira Cloud or Jira self-hosted? I'm working on Jira Cloud

This rule has an action to send an email. Are you intending that email to be sent to the Reporter specified on the original issue, with details about the original issue? Or are you intending it to be sent to the Reporter on the new issue, with details about the new issue? The "Send email" action is to inform the Reporter about the cloned ticket. Below is the email content (which works fine)

Hi {{issue.reporter.displayName}},

Your request {{issue.key}} has been re-assigned to another team, and is being reviewed by support staff.

The new request is {{#createdIssues}}{{key}}{{/}}

****************

However, once the ticket is clioned the Reporter is not receiving any notifications (even if a comment is made on the ticket). Also, I see that the "Customer Request Type" is set to blank? Not sure if this is preventing the notifications, but I couldn't find a way to set the Customer Request Type either..

Marc Koppelaar
Rising Star
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Rising Stars are recognized for providing high-quality answers to other users. Rising Stars receive a certificate of achievement and are on the path to becoming Community Leaders.
Nov 16, 2023

Hi @Swaroop Kumar 

This,

the "Customer Request Type" is set to blank?

is the issue, as your are cloning JSM issues, the reporter on the original issue is a customer.

JSM sends notifications to customers based on the request type. If no request type on the issue is available, the customer notifications are not triggered.

To set this after cloning edit action.

Try the following actions before sending the email.

  • add edit action re-fetch data
  • add edit action to update Customer Request Type field
Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Nov 16, 2023

Hello @Swaroop Kumar 

When cloning an issue in a Service Management project the value in the Request Type field is not copied to the new issue.

@Marc Koppelaar 's answer is correct except for the last step.

You can't edit the Request Type field in either Clone action or the regular Edit action. You have to use the special action Edit Request Type.

Screenshot 2023-11-16 at 7.42.03 AM.png

Hi @Trudy Claspill 

When I select "Edit Request Type", it does not show the request types that part of Project B? It shows the list of requests that are available in Project A. Both the projects have different request types..

Trudy Claspill
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Nov 16, 2023

@Swaroop Kumar 

Sorry, I was in a hurry with that response, and now realize it was incomplete.

I think you will have to actually set up a separate rule against the destination project to set the Request Type in the newly created issue.

I tried the below to edit the request type for the issue created by cloning within the same rule where the issue was created, with the new issue being created in a different project than the source issue. The list of request types I got were the ones from the source project only.

 

Screenshot 2023-11-16 at 9.19.56 AM.png

 

I'm not sure why that is. I would've expected it to show all Request Types for all projects specified in the scope of the rule.

 

Alternately, instead of using the Clone option you could use the Create Issue With Request Type option, copying information to the new issue from the trigger issue. With that action you can set the Request Type as part of creating the issue.

Screenshot 2023-11-16 at 9.32.39 AM.png

Like # people like this

Hi @Swaroop Kumar

If you are looking for alternatives to manage your Jira notifications, our app Notification Assistant for Jira may be the right choice for you.

It allows you to fully customize templates, triggers, and much more.

Feel free to reach out!

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