Copying the comments from the actual to internal ticket in the same instance

[Jai Vijay]

In the service desk queue, there is a ticket which is raised by the client and we will be creating a linked issue for our internal use and both happens in the same instance. As of now if the client made an update we are copying it manually and pasting it in the internal ticket. I wish to automate that process. Could someone please help me on this. 

[Allison Carlson]

@Jai Vijay   

This is also possible using the 'Automation for Jira' add-on.    You may find that app easier to use than ScriptRunner as it has components and drop down boxes for building your rules. 

You can create a rule that copies the comment from one issue to the other using something like this:

1. When: Issue Commented (this is the trigger)
2. For Linked Issues (branch rule)
3. If: project = your service desk project
4. Then: Add comment to issue

in the comment box , you could include text similar to this: 

The following comment was added to the linked Jira issue: {{triggerissue.key}}: {{triggerissue.comment.last}}

this will pull the comment from the Jira issue and add it to the Jira service desk ticket's comment.

[Suresh Sakhare]

Hi @Jai Vijay ,

This automation not available out of box. If you are using scriptrunner plugin you can implement update listener to do comments on linked issue.

import com.atlassian.jira.component.ComponentAccessor
import com.atlassian.jira.event.issue.AbstractIssueEventListener
import com.atlassian.jira.event.issue.IssueEvent;

public class CopyComments extends AbstractIssueEventListener {

    @Override
    void workflowEvent(IssueEvent event) {

        def linkedIssue = "PROJECT-1";
        def commentManager = ComponentAccessor.getCommentManager();
        def issueManager = ComponentAccessor.getIssueManager();

        def comment = event.getComment()
        def targetIssue = issueManager.getIssueObject(linkedIssue);

        commentManager.create(targetIssue, comment.authorApplicationUser, comment.body, true);

    }

}

[Jai Vijay]

Hi @Suresh Sakhare 

Thanks for the quick response. I will try this out and update you at the earliest. Thanks again. 

[Jai Vijay]

Hi @Suresh Sakhare 

I have installed the script runner and I tried running the above script in the script listener. 

I received the error stating

"unable to resolved class com.atlassian.jira.component.ComponentAccessor"