Moving a ticket goes to wrong template

[Chad Henderson]

It's me again. I have an interesting issue that I cannot seem to track down regarding "moving" tickets from one space to another. 

When my Clinical Engineering team get a ticket mistakenly intended for IT, they attempt to move it to IT's space. No matter which of our ticket templates they select in the dropdown, when they hit "next" it always pulls up the same incorrect template "Onboarding", even though the name shows it to be the correct template. What is causing this and how do I correct it?

THIS IS THE CORRECT FORM NAME

When I hit next, the form name in the top left is correct, but the form that shows is actually the onboarding form. 

[Marc -Devoteam- · Accepted solution]

Hi @Chad Henderson 

Moving a work item (issue) in the screenshot step, is not a form from an issue.

What is shows is that the fields component and version if filled ont the issue will be lost on movig.

The other options it is showing are fields available in the IT space, that currently have no value on the issue that you are moving. It provides you the option to fill these fields dirong moving, but you van leave them empty.

So you can just continue.

[Chad Henderson]

Thanks. I tested and it came over correctly. I don't remember it being like this in the older versions. 

[John Funk]

Hi Chad,

When you get the screen with the "Short Form" value in it, are you not able to click the dropdown and select another one? 

And just for clarification, these are not templates nor request types nor forms you are moving the ticket to. They are Issue Types (now Work Types in the Jira world). 

[Chad Henderson]

I am able to select different issue types, however they all show the "onboarding" issue type when I go to the next screen, no matter which issue type I choose. 

[John Funk]

I don't see the Onboarding issue type in your screenshots. Also, do you have a list of the Request Types in the IT project showing the mapping of each Request Type to the corresponding Issue Type? Can you share that? 

[Chad Henderson]

Here is the list of request types...

What I cannot find is how to map these requet types to the issue types

[John Funk]

No was referring to the mapping of the Request type to the Issue type. You would need to be an Administrator for the Space to see that. 

[Rik de Valk _Brainboss_]

Hi @Chad Henderson ,

When “Moving” a request, what you do is change the Space and Work Item Type. 

And the “Form” that it uses is the Screen connected to that Work Item Type. 

So what I suspect reading your question, is that all Work Item Types use the same Screen Scheme (onboarding).

The variation in the Forms comes from the configuration of the Request Types. 

Hope that helps.

Rik

[Chad Henderson]

I'm not sure I follow you, Rik. All of my forms are separate request types.