Moving issues between service projects

[Esther Amunga]

Hi Able Community,

I have 2 service projects and as such issues/tickets maybe moved from one service project to another as a way of escalating to the other team in the other service project.  Assignees in service project 1 are not in service project 2 and vice versa.

I am currently using move option but is there another seamless way of doing this without incurring any costs?

Do advise, thank you. 

[Dirk Ronsmans]

Hey @Esther Amunga ,

Moving the issue from one project to another indeed seems a bit cumbersome for this.

Imho you have 2 options that would make more sense:

1. Merge the 2 projects if the users really need to work together and escalate the issue to the other users directly (that might not be an option if it's only from time to time)
2. Escalate the issue to the other team by creating a linked issue. This would allow the other team to also use their own workflow and SLA's.

If you can't work in a single project I'd would vote for 2. (linked issues). You could even automate that using a status and an automation rule.

[Esther Amunga]

Hello @Dirk Ronsmans the reason why I ended up with 2 SD projects is because team 1 configured a Jira service project to meet their needs, processes and workflows.  So when it got to a point where I wanted to on-board team 2, it meant I would have needed to create a project within a project which would have been messy so I opted to create another service project.  The Atlassian community did advocate for that.

Please give more details on option number 2 especially the bit of using an automation rule, any material or guide I could consume? Thank you.

[Esther Amunga]

Hello @Dirk Ronsmans feedback please?

[Dirk Ronsmans]

Hi @Esther Amunga ,

Well Jira has a default concept of Linked issues: https://support.atlassian.com/jira-software-cloud/docs/link-an-issue/

Out of the box this is a manual process and you can give the link relationship a name (blocked by/related to/.... (something you want))

Now a more advanced setup could be that you also automate this. Using the automation engine you can define a trigger (certain status/custom field changed/..) and as an action set "create linked issue in the other project"

At the below link you can find an example of such an automation on the Automation playground. https://www.atlassian.com/software/jira/automation-template-library/rules#/rule/1357222

You will basically create a clone of your issue but then in the other project.

Keep in mind tho that since this is a multi project rule there a limitations on the executions depending on your plan.

Does this help you move forward a bit already?