How would you go about closing out the parent ticket after it's been cloned into a different project

[Robert L. Nowitzke]

I have a set of automation rules that clone a ticket from one project to another. I want the Origin ticket to be closed out after it's been cloned into the different project. Is this possible?

[Stefan Salzl · Accepted solution]

Hi @Robert L. Nowitzke ,

Without knowing your rule details I would say: yes.

As you are obviously handling the original ticket (as you clone it) you could add another action to yout automation rule after the clone that transition to the required status (eg. „Closed“).

If this needs further please send a screenshot of you automation for better understanding and easier analyze.

Best
Stefan

[Robert L. Nowitzke]

Once the team responsible and assignee are entered it clones the ticket to another project,

[Stefan Salzl]

Is the clone action handled in another rule?

is there a further question?

[Robert L. Nowitzke]

The process clones the ticket to another project after it's been reassigned to a Team and Person. (Which happens when it's assigned to the specific team and person)

[Stefan Salzl]

Ok. I´m still a bit confused and not getting the point yet as I´m missing some points in your automation rule regarding your description. I see that you already have the transition of the issue to "Resolved" (which I would interprete as your close requirement). Where is your clone action? Which information would you need?

Let´s take one step back. Could you please describe step by step your whole use case what should happen when? 

Best
Stefan

[Robert L. Nowitzke]

when the issue is created in our HelpDesk Project and contains specific language. It is assigned to another team that is in another project ( Application Support Project). Once the Team responsible has been changed to Application Support Team. It is then assigned to a specific user.

So in essence, the specific language within the HelpDesk ticket kicks the rule off to reassign to the Application Support Project Team and then the specific user (within the Application Support Team). 

I am just asking if adding what I did at the end is going to close the original ticket or is it going to close the cloned ticket?!?

[Stefan Salzl]

If the above shown automation rule is run in the project „Application Support Project“ (triggered by the clone-rule that as far as I can interpret another rule in the Helpdesk Project) this rule will close the cloned issue in Application support.

It‘s important to specify the event after which the original ticket should be closed:

option 1: the only pre-condition is the clone

in this case i would add the close action directly to the rule that clones the issue as this rule is mainly referencing the original tool (and there is no other requirement like „is there an assignee in the cloned issue“)

option 2: the original ticket should only be closed when there is an assignee added in the cloned issue

in this case the trigger needs to be when assignee changes and then reference the original issue with a branch of linked issues.

Hope this helps for further steps.

Best
Stefan

[Robert L. Nowitzke]

Just to be clear. The rule does NOT use the "Clone issue action"  It's being cloned simply by re-assigning to a Team in a different project. (Yes it does work).

[Stefan Salzl]

Could please show screenshot of example issues? (where they were "cloned" this way)

Might there be already another automation rule in place that does the cloning?

Is there a "clone" link to the original issue in the Application Support Project issue?

Best
Stefan

[Robert L. Nowitzke]

My apologies, there is another stand alone rule that clones the issue after it's been assigned to the Application Support Team.

[Stefan Salzl]

We are getting closer 🙌🏼

As mentioned before if it‘s sufficient that the issue is closed right after assignee set - hence issue cloned - I would suggest to add a transition action to closed (or the required status) right after the cloning action.

Best
Stefan

[Robert L. Nowitzke]

I am trying to transition the parent ticket to close after the ticket is cloned to another project cloned and am getting this error.

Transition issue
Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):
HD-42859 (Open - 1)

[Stefan Salzl]

Please add further data for analyze (in order to bring the error message into context).

Everything that is in context with the automation and the error message would be helpful:

• whole automation rule
• audit log of the whole rule
• eventually triggering/involved issues
• workflow

Best
Stefan

[Robert L. Nowitzke]

There are quite a few rules that are similar to the one below. If certain criteria is present the rule, assigns to a specific Team and Assignee.

---

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This is the rule that then Clones the above ticket to another project. What I am trying to accomplish, is to close the parent ticket after it's been cloned.

Here is the error that I am getting.

Action details:
Send email
Successfully sent email for issues (with message ids):
HD-42859 (292129c0-ebdb-4c8c-a244-1b1b3b32765e)
Issue condition
The following issues passed:
HD-42859
Clone issue
Issues cloned successfully
ASP-3623
Transition issue
Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):
HD-42859 (Open - 1)

[Stefan Salzl]

Thanks for sharing the rule details.

As far as I got it right you would like to to close the original issue so to say:

• issue A in project A —> cloned to issue B in project B
• then close issue A

There is a difference between parent epic and original/source issue. If my assumption above is correct your branch is trying to close the epic of the original issue. To close the original issue (in the example that would be issue A) leave out the parent branch and just do the transition to closed as the issue A is already in the context of the automation rule.

Best
Stefan

[Robert L. Nowitzke]

So when I've changed the rule to the below, it still will not close ticket A.

[Stefan Salzl]

If there is something not working please consider to add more data to analyze. If we do not see what happen (instead of what is expected) we can only make guesses or nothing at all. As we cannot look into your system (as eg. Atlassian Support maybe could) we rely on every information you see in your system (easiest in form of screenshots).

What does the rule do? What is the output of the audit log?  

Best
Stefan

[Robert L. Nowitzke]

Here is the output in the log file.

Send email
Successfully sent email for issues (with message ids):
HD-42896 (da891fb9-f421-4917-b0d8-853c1b22f42a)
Issue condition
The following issues passed:
HD-42896
Clone issue
Issues cloned successfully
ASP-3638
Transition issue
Destination status could not be resolved. If using a smart-value ensure this resolves to a numeric status ID or untranslated name for issues (with current status):
HD-42896 (Open - 1)

[Stefan Salzl]

seems like a workflow issue:

Does the status "Resolved" exist in that special workflow, for within this project and the issue type you would like to transition?

In some posts above that shows a screenshot it was closed. In this rule it´s resolved. Please check your workflow and be sure to which status you would like to transition.

[Robert L. Nowitzke]

I've tried this with both statuses and I get the same error for both.

[Stefan Salzl]

What does your workflow look like? In which status is your issue that you would like to transition? Does the workflow allow a transition from the "current" status to the required status? Is there any validation or screen configured in the workflow for that transition?

[Robert L. Nowitzke]

I was able to finally get it to work. I had to have the automation acknowledge that the ticket was in 'open" status first and then it was able to transition it to a done status. Thank you for all of your help! Much appreciated.

[Stefan Salzl]

AAAAAAWESOME!!!! Soooo glad to know it works now! great job man 💪🏼💪🏼