How to clone ticket with comments

[Nathan Yam]

I stumbled upon this discussion on the topic and following the linked knowledge base article to set up the automation rule like for like (below) but it never gets triggered and I have no idea why. 

The only thing I can think of is that the trigger issue is from a different project. Anyone can help me solve this?

[Trudy Claspill · Accepted solution]

Hello @Nathan Yam 

From the Rule Details page what do you have as the Scope for your rule?

If the issues involved are in different projects, then your rule Scope must encompass all the projects involved.

Multiple project scoped rules can be created only by Jira Administrators. Creating such a rule, or modifying a single-project scoped rule to be multiple-project scoped, can be done only from the Global Automations page.

If you are not a Jira Administrator then you will need to work with your Jira Administrators to have that change implemented.

[Nathan Yam]

Thanks @Trudy Claspill . You are correct, I do have to adjust the scope but I'm not a Jira Admin so I will have to get help internally. 

I will test again once the scope has been changed. 

[Nathan Yam]

@Trudy Claspill I've had the scope changed to Global, but the comment from the trigger issue is still not getting cloned over. The only thing I can think of is that in an another automation rule I've created to clone tickets across projects, I've set the condition to link the tickets by the link type "is delivered by" so I should adjust the link type of the "If: Linked issues present" condition to reflect that. Am I right? 

Side question - the above rule copies the comments from the original issue to the cloned one whenever a cloned issue is created. But say I wish to continue to copy any new comments made in the original issue after the cloned issue was created, how would I create a rule for that? 

[Trudy Claspill]

Is this rule still not getting triggered? Or does it get triggered but not copy the comment?

Do I understand correctly that the Clone action is happening in another rule?

If the issue creation is being done in another Automation Rule then in this rule you must check the box on the Rule Details page:

That should solve the problem of the rule not being triggered.

If the rule is being triggered but the comment is not being copied, please show us the output from the rule execution log.

in an another automation rule I've created to clone tickets across projects, I've set the condition to link the tickets by the link type "is delivered by" so I should adjust the link type of the "If: Linked issues present" condition to reflect that. Am I right? 

Yes, you would need to change the condition in this rule to match the link type you are actually using to link the issues together.

[Nathan Yam]

@Trudy Claspill the ticket cloning is triggered by another rule. 

This particular rule is triggered, just that no action is performed. 

I will check the box on the Rule Details page as well as adjust the link type. Keep you posted. 

[Trudy Claspill]

The message in the log indicates that the rule is not passing the first condition where you are checking for type of links. Updating the condition to look for the link type you actually use should get you farther.

[Nathan Yam]

@Trudy Claspill I have ticked the box within Rule details: 

The link type within the first condition matches the type in the ticket:

 

 

But it's still not passing the first condition: 

 

[Trudy Claspill]

I suspect that the action that is creating the Clones link between the issues is happening after the new issue is created. This rule is triggered when the issue is created, and executes before the link is created.

I created an Automation rule that uses the Clone Issue action, and within that action I updated the Linked Issues field to link the new issue to the source issue.

When I executed that rule, the history of the newly created issue shows that the issue was created and then separately the link was added.

Try adding a Re-fetch Data action or a Delay action after the trigger. Re-fetch may also happen too fast, before the link is created.

[Luka Hummel - codefortynine]

Hi @Nathan Yam

If you’re looking to clone tickets with comments in Jira Service Management and are willing to try a third-party app, our app Deep Clone for Jira might suit your needs perfectly. Deep Clone allows you to clone entire issues, including their comments, attachments, and custom fields. It's straightforward to set up and provides flexibility in cloning across different projects, making it ideal for users who frequently need to replicate tickets with full context.

With Deep Clone, you can:

• Clone tickets along with comments, attachments, and more
• Choose whether to clone within the same project or across multiple projects

[Clara Belin-Brosseau_Elements]

Hello @Nathan Yam

In case you need an alternative to Automation (that can be complex sometimes), I would suggest trying our app Elements Copy & Sync to clone tickets with their comments. It's automated and easier to set up.

It allows you to clone Jira issues with all their content (summary, description, custom fields, comments, attachments…). You can even sync the clone and source issue if needed. 

You can check the guide here.

The app is for free during 30 days (and it stays free under 10 users).