Problems attaching a file when creating a ticket by email

[Marcos Pino Flores]

Hello,
I hope you're all well. I have the following problem. A ticket is created via email in Project A (where email is configured) and then cloned in Project B. The description and summary are cloned correctly, but the automation log tells me that the attachment, which is a PDF, couldn't be cloned. I've already checked the permissions and whether the person who creates the ticket has permission to copy attachments in Project B.
I hope you can help me. Best regards!

[Utkarsh Agarwal]

Hi @Marcos Pino Flores 

This is a known quirk with JSM automation, especially for tickets created via email. While cloning usually works fine for Summary and Description, attachments can fail to copy because JSM processes email attachments a bit later (they come in through the comment mechanism). So when the automation triggers on “Issue Created,” the attachments often aren’t available yet.

A couple of things that have worked for me:

1. Add a “Re-fetch issue data” action right after the trigger – this gives the rule a chance to pull the updated issue with attachments before cloning.
2. After cloning, add an “Edit issue” step on the newly created issue and set the Attachment field to copy from {{triggerIssue.attachments}}. This has been the most reliable fix.
3. Make sure the rule runs as the Automation for Jira user (admin) just to rule out any permission issues.

Hope this helps!

Kind Regards
Utkarsh

[Marcos Pino Flores]

Hi, thank you so much for your response!
Do you happen to have any example rules? Option 1 didn't work for me, and option 2 only lets me select five options when clicking Edit Incident to copy the attachment from (I'll leave a screenshot). Anyway, I'm attaching screenshots of the rule I have configured, thanks!

[Marcos Pino Flores]

@Utkarsh Agarwal Hi! Based on your feedback about attachments taking a while to load, I added a Delay action after the trigger. However, it still doesn't work.

[Fabio Racobaldo _Catworkx_]

Hi @Marcos Pino Flores ,

please could you share the automation configuration? Please verify that rule executor has permission to add attachment into the target project.

Please let me know,

Fabio

[Marcos Pino Flores]

Hi Fabio!
Here are some pictures of the ruler settings!