Automation rule to move ticket when created based on the domain or organizaton

[Omal Sen]

Can we move move ticket when created based on the domain or organizaton?

[Jack Brickey · Accepted solution]

Hi @Omal Sen , are you asking if you can move a ticket from one JSM project to another? That is almost always a bad idea in JSM as it breaks the connection to the customer that opened the issue. Regardless, there is no means of achieving this automatically out of the box. Automation does not provide a means of using the move function partly because moving between projects can be rather complex. Might I inquire as to you're use case? Maybe you could consider separate projects for your customers?

[Omal Sen]

Use case was to use single mail ID for support and move issues based on the customer. Realized that it is not feasbile for the customer to followup on the same thread.

[Jack Brickey]

Why not simply use Organizations within a single project. This is one of the key reasons Organizations exist in JSM.