How to sync comments and copy attachments between linked issues
Platform Notice: Cloud Only - This article only applies to Atlassian products on the cloud platform.
Problem
When customers report Bugs or other issues via a Service project, it may also be required to raise the same ticket on a Jira Software project so developers can work on a fix.
As we know, Jira Software users can be Collaborators in Service projects, but they are limited to posting only Internal notes, therefore, they will be unable to communicate and update customers.
Solution
Using an Automation rule, it’s possible to copy comments from one ticket to another when they are linked.
The rule will be triggered as soon as the comment is added to a ticket and it’s possible to post it as a public comment, so this option will allow developers to receive comments from customers as well as customers will receive updates from developers.
Note that Global and Multiple project rules count towards the Automation execution limit. For more details, refer to the documentation How is my usage calculated?
Option 1
Create an Automation via System > Global Automation if you're using tickets from different projects so you can select the Scope as All projects or Multiple projects.
If you will run this Automation by copying attachments from the same project, create an Automation via Project Settings > Automation.
When > New trigger > Manual trigger
New branch > Branch rule/Related issues > Linked issues
New action > Edit issue field Attachment and select Copy Attachment from Trigger issue
New action > Re-fetch issue data
New action > Comment on issue and use the smart value {{#attachment}} !{{filename}}|thumbnail! {{/}}
Option 2
Create an Automation via System > Global automation as tickets will be in different projects, so select the Scope as All projects or Multiple projects.
When > New trigger > Issue commented
New branch > Branch rule/Related issues > Linked issues
New action > Comment on issue and use the smart value {{comment.body}}
Make sure to uncheck the option Prevent duplicates by only adding this comment once to a particular issue to make sure all comments will be copied and set the Comment Visibility to Share with customer
Copying the attachments from Comments
Due to a known bug, when copying comments from one ticket to another, the attachments on the destination ticket might show Failed to load: JSWCLOUD-22482 - Getting issue details... STATUS
The workaround for this known bug is to add a New action > Edit issue.
After selecting the Attachment on Choose fields to set..., select the Issue to copy value from > Trigger issue.