Purpose

Clone issue and update the target clone ticket customer request type using Automation for Jira rules.

Solution

• Configure the automation rule to look like this:

• In the Rule details, please restrict to the source and target projects. For example:
  • SDS = source project
  • HD = target project
• In the Edit issue fields action, please set the JSON format to look like this:

1. 1. As you can see the "Customer Request Type" field is set to the GUID = "hd/46d6141f-a6ba-486a-a989-d67be7f760d1"

      {
         "fields":{
            "Customer Request Type":"hd/46d6141f-a6ba-486a-a989-d67be7f760d1"
         }
      }

   2. To find the customer request type guid, please run the following SQL query: 

      select
      vp."KEY" as portal_key,
      vp."NAME" as "project name",
      vpf."KEY" as "customer request type guid",
      vpf."NAME" as "customer request type name"
      from "AO_54307E_VIEWPORT" vp 
      join "AO_54307E_VIEWPORTFORM" vpf on vp."ID" = vpf."VIEWPORT_ID";

      Results:

      portal_key	project name	customer request type guid	customer request type name
      sds	SDS	0e956422-5193-4ed3-8305-09720410a444	Test
      sds	SDS	aa229e33-81e0-4e7d-908b-dc50cf1a6231	Test
      hd	HD	46d6141f-a6ba-486a-a989-d67be7f760d1	Test Block
      hd	HD	59c26ee0-f5d6-44fc-8f7d-19cf1f619486	Test Accept

   3. In this scenario, I'm looking to set the customer request type to "Test Block" on the clone issue. The guid would be "<portal_key>/<request_guid>"
      • portal_key = hd
      • request_guid = 46d6141f-a6ba-486a-a989-d67be7f760d1
   4. Save the automation rule and proceed with the test in your Test environment.

Troubleshooting

Automation rule does not work:

• The automation rule trigger when transitioning an issue. Check if you use other triggers such as manual triggers to test the results.
• Check the Audit log if you have seen any errors. Sometimes, you can see the failure could be related to the incorrect customer request type guid. 
• The automation rule might be restricted to a single project. Please check the rule details to allow multiple projects and select all the related projects.
• SQL results above might be different when you run on different Jira environments such as production and dev environments. Please verify the request type guid and portal key before implementing it in production.