Clonning Work Item Missing Attachment

[Hajin Moon]

I have a team-managed project with a very complicated workflow, so I set up another company-managed project so that customers can submit tickets and have them cloned to the team-managed project. Recently, it started losing the attachments if they were updated to the form on the cloned work item. It used to work fine, but all of a sudden, it stopped copying over the attachments. 

Anyone having the same issue? 

I am using the automation to copy over the attachment to the other project. 

[Luka Hummel - codefortynine]

Hi @Hajin Moon

Jira’s built-in clone functionality has certain limitations —especially with complex workflows or cross-project setups.

Our app, Deep Clone for Jira, addresses exactly this type of issue by offering robust attachment cloning capabilities. With Deep Clone, you can reliably:

• Clone Attachments: All attachments are copied to the cloned issue, ensuring no important information gets lost.
• Maintain Complete Issue Information: Deep Clone also supports cloning of comments, issue status, work logs, subtasks, and more—making it easy to replicate tickets accurately.
• Flexible Project Cloning: Easily clone between team-managed and company-managed projects, with advanced options to control exactly which fields are cloned.

If you're frequently moving tickets from your customer submission project to your complex workflow project, Deep Clone for Jira could significantly streamline your process and prevent data loss.

[Marc - Devoteam]

Hi @Hajin Moon 

Whenever you ask for help with an Automation Rule it will help us to help you if you provide: 

1. images that show your complete rule.

2. images showing the details of any relevant actions/conditions/branches.

3. images showing the Audit Log details for the rule execution.

4. Explain where the issue is.

These questions are not for not willing to help, but to have community members understand on how automation works.

[Hajin Moon]

Here is my rule and they are not failing. 

[Aaron Pavez [ServiceRocket]]

Hi @Hajin Moon 

Can you add a refetch after the branch? before the current work item.

It might happen that the attachment is not ready to be accessed when the work item was just created.

Try that and let us know.

Regards

[Hajin Moon]

It still did not work. I added refetch.

Here is the original ticket 

And the cloned ticket

Funny thing is it successfully copies over the form submission as attachment, but it does not carry over the uploaded attachment to the form. Do you think this is a storage issue? The form submission shows this below.

Upload a document or screenshots
a307cc78-170a-4d52-ad1f-cd671e7ac9f4

Here is our web form. 

https://healthwelloperations.atlassian.net/servicedesk/customer/portal/6/create/53

[Aaron Pavez [ServiceRocket]]

Can you move the refetch after the branch? on top of the For: Current item.

> Funny thing is it successfully copies over the form submission as attachment, but it does not carry over the uploaded attachment to the form. 

Can you give us more details here please?

regards

[Hajin Moon]

Still did not work. It won't let me put after the branch, so I tried both ways as the below but no luck. 

About the attachments, as you can see in my previous screenshot, the cloned ticket has one attachment (the form submission pdf copy) but not the uploaded attachments via the form. 

[Marc - Devoteam]

Hi @Hajin Moon 

On cloning an issue the attachments in a form are not copied.

You can achieve this, but you need to use the copy form action (https://support.atlassian.com/cloud-automation/docs/jira-automation-actions/#Copy-forms )

So after the clone you should copy the from from the trigger issue (linked issue). This as cloning an issue takes the attachments, but bot the form and the attachemnts in the form.

The whole form can't be copied when cloning a ticket. 

[Christopher Yen]

Hi @Hajin Moon 

Is it silently failing or is it giving any messages in the audit log?

[Hajin Moon]

It is silently failing. The audit logs say "success".