Create / Clone issue(s) (JMWE app) - Not copying comments

[Ivan Torres-Candelaria]

Hi Community,

I noticed that my current JMWE app is not copying comments (with the attachment link) when the post-function executes. Please note that this post-function is right after creating the issue. Is there a way I can do a groovy constant or expression to copy the attachments in the comments as a link? Thank you!

[Stefaan Boes]

Maybe this can be of interest too: How to copy comments from the original issue to the cloned issue | Jira | Atlassian Documentation

[Ivan Torres-Candelaria]

Thank you, but this is Cloud only and we're on Data Center.

[David Fischer]

Hi @Ivan Torres-Candelaria 

I'm not sure I understand where the comments can come from on the original issue, since it is being created (you placed the Create Issue(s) post function on a Create transition. Can you elaborate on how the comments and attachments are added to the original issue during its creation?

[Ivan Torres-Candelaria]

So when the ticket is created and attachments are required, there should be a comment with the link to the attachments in them. The comments with that attachment link are not being copied into the clones.

[David Fischer]

Is this Jira Service Management? Are you talking about tickets created on the support portal?

[Ivan Torres-Candelaria]

Yes, this is JSM and the ticket is created in the portal and then that created duplicates for each area that has to approved (only in cloud theres the ability to actually select group of approvers and only need one).

[David Fischer]

Judging from your reply to Joseph, the attachments are being copied to the issue clone, but the comment is not copied, correct? But I just don't understand where the comment is coming from, since the original issue (not the clone) was just created, and you cannot create an issue with a comment. So my guess is that the issue is first created (by JSM), and the comment is added after the issue is created, and thus after the Create transition and its post-functions run.

[Ivan Torres-Candelaria]

But it was working before, that's the strange part. How can I then add a delay or allow the system to actually create that comment with the link?

[Joseph Chung Yin]

@Ivan Torres-Candelaria -

This is interesting as the post-function calls seem to be properly setup.  Do you know if the original case's attachments and comments were added to the issue after it was created already?

Please advise.

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.

[Ivan Torres-Candelaria]

Hi @Joseph Chung Yin

The comments and attachments are in the ticket before the clone was created. The clone has the attachments but not the comment with the attachment link for customers (portal) viewers and they require it in order to approve.

[Joseph Chung Yin]

@Ivan Torres-Candelaria -

Thanks for your updates.  Based on your latest reply to @David Fischer , I agreed with David that one cannot add comment to an JSM issue during the creation process of the original ticket.  The comment must been added after the issue was created.

My only option for you is to create your clone issues in another status transition's post function call.

Example - Instead of firing post-functions calls for cloning the issues action at "Create" transition, you can add a new WF status where you can auto promote your issue into.  At this transition, you will call your post-function for the issue cloning actions.  This way, by the time the transition is executed, you should have both attachments/comments to the original issues done/capture already.

Hope this helps.

Best, Joseph

[Ivan Torres-Candelaria]

I forgot to include pictures! Please excuse me: