Jira Support to Jira Backlog

[Jose Zamora]

Once a customer creates a ticket using the web portal and my support team reviews the ticket and need to escalate to developer team can we create a ticket on the backlog of another project with all the information on the support ticket ?

[Trudy Claspill]

Hello @Jose Zamora 

Welcome to the Atlassian community.

There are a variety of ways that could be accomplished.

1. Manually: the support team member can manually create an issue in the other project and manually copy and paste information into it from the support ticket.

2. Clone and Move: The support team member can clone the support ticket in the support project and then use the Move Issue operation to move it to the other project. The Clone process does not copy Comments (among other things).

3. Create an Automation Rule: Create an Automation Rule to use the Clone Work Item to make a copy of the support ticket directly into the other project. In the Clone Work Item action you can elect to set fields in the new item by copying data from the original item. This process does not support copying comments. That would have to be done separately. This automation rule could be set up to be manually triggered by a support team member, or it could be triggered by a specific status change to the support ticket.

Let us know if you need more information on those options. 

[sai chinamuthevi]

you can do this through Automation.

Use trigger as work item created and add conditions like issuetype equal to support something like that and in actions choose clone issue and provide summary to the cloning issue with the help of smart values.