Automation to copy comments across projects

[Daniel Gavrila]

Hi, I have linked a project in Jira Service Management (JSM) to one in Jira. I want to copy comments across: so when a comment is made in Jira, I want it to appear in JSM and vice-versa. 
I am using this configuration, and I have used multiple variants, according to other answers from this community, but the rule is not executed. The rule is set to Global. 

[Trudy Claspill · Accepted solution]

Hello @Daniel Gavrila 

What information do you see on the Rule Details page for the Project Scope?

Per the Audit Log image you provided it appears that the rule is scoped to a single project; REX Bug Report.

If that is the case, then the rule will be triggered only when comments are added to issues in that project, and they can be copied to other issues only within that project.

To have a rule triggered by events in multiple projects, the rule must had a Multiple Project scope defined, and each project of interest must be named in the project scope.

To update linked issues in other projects also the project must have a Multiple Project scope defined, and each project of interest must be named in the project scope. The For Linked Issues action will consider only the linked issues that are named in the Project Scope of the rule.

[Daniel Gavrila]

Hi, @Trudy Claspill , the rule is set to Global as I was saying. I think the scope was showing up as just one of the projects because I added the comment on that one. I then added a comment on the second, so they both show up. 
I have also tried an option with Multiple projects, naming the two I linked. The result was the same. 

[Trudy Claspill]

Thank you for that additional information @Daniel Gavrila 

In the Audit Log please click on the ">" characters on the right wherever they appear to expose all the details added to the log, and then share that information with us.

It is also important to note that the Actor of the rule is "Automation for Jira", so that is the user that must have permission to add comments in the projects in order for this rule to work.

"Automation for Jira" is granted permissions when this appears in the grantees of a permission:

• Project Role (atlassian-addons-project-access)

Lastly are the projects both Company Managed or both Team Managed or one of each?

[Daniel Gavrila]

Thanks for the help, @Trudy Claspill - Automation for Jira is indeed granted permission to comment on both projects, which are (both) company-managed. 
The arrows showed that the ticket I made the comment on does not match the condition. 

[Trudy Claspill]

That suggests that the items to which you added comments (DT-96, RBR-9070) have no linked issues.

Can you provide a screen image of each issue showing the Issue Key and enough of the Linked Work Items section to show that they do indeed have linked issues?

[Daniel Gavrila]

This must be it! 
There's nothing under the linked issues.
I wasn't looking at it because I thought that if the DT created the RBR ticket, then they must be linked. But no, this is the audit log of the automation that created the tickets, and below it is the automation itself. Something is wrong there, in the first place. 

[Trudy Claspill]

If you create an issue in the REX project manually using the Create button at the top of the Jira screen (not the customer portal or Raise A Request option), do you have the ability to specify a linked issue?

The Linked Issues field must be included in the screen used by the Create Issue action in order for the Automation Rule to be able to set the field. That is the root cause of this message, and why the issue link is not being created.

[Daniel Gavrila]

Thank you very much for the patience, @Trudy Claspill ! That was indeed it. I have added Linked Issues to the Create screen and now the comments are being created. 
Thanks!

[Gor Greyan]

Hi @Daniel Gavrila

Thanks for the answer.

There might be some reason why the automation will not work.

1. Check the all projects' Comment Permission. The actor should have permission to all projects.
2. In the Global Administration check, the rule is listed as "Global Rule".
3.  Try to use the following body.

Comment by: {{triggerIssue.comment.author.displayName}} at: {{triggerIssue.comment.created}}
{{triggerIssue.comment.body}}

[Daniel Gavrila]

Thanks, @Gor Greyan
I do have permissions to both projects, indeed and the rule is set as Global. I have tried the body you have suggested, but unfortunately it still doesn't add the comment I have made on one project to the other. Each stays with its own set of comments.