Losing contents of a ticket when 'moving' it from one service desk project to a next gen project

[Meghna Kedia]

Hi, I'm facing an issue in which when i move a ticket from a service desk board (classic project) to a next gen project, I'm losing all the contents of the ticket. Would love some guidance on how I could keep the ticket contents intact, and still 'move' it.

[John Funk · Accepted solution]

Hi Meghna - Welcome to the Atlassian Community!

Not sure why are you losing things during the move unless there are fields that are in the Service Desk Project that are not available in the Next-gen Project. Or if during the move there are fields that are not getting marked somehow to copy the values.

Regardless, have you thought about just creating a new issue in Next-gen instead of doing a Move? And then close the Service Desk ticket. We do that same thing a lot. 

[Meghna Kedia]

Thanks for the warm welcome @John Funk!

Please see my reply earlier to Jack. We expect quite a bit inbound, so for the sake of process, we'd need the contents to automatically port over into the other board. Any ideas on how we might be able to so while keeping all the contents of the original ticket? If i made it a classic project would the contents in various fields remain with the ticket?

[John Funk]

I would try to move to a classic project and see if that works. Again, I would make sure that the fields are available to both projects. 

[Meghna Kedia]

Thanks for helping me John. I created a classic project, however the tickets I'm trying to move, each have different field settings, see snapshot below.

In that case, what is the easiest way to ensure that my new classic project has the same fields. I noticed that there is a feature to map fields quickly through a CSV. But I'm unable to download the CSV of my original ticket that I'm trying to import. See snapshot of the ticket below

[John Funk]

You will need to go to the Configuration page for each of the Custom fields that are on the Next-gen project and add them to the new Classic project. 

[Meghna Kedia]

got it, thanks @John Funk !

[Jack Brickey]

what do you mean by "contents". Comments, attachments, fields...? I have not actually done this myself but there is an article about it here - migrate-between-next-gen-and-classic-projects 

[Meghna Kedia]

Hi, by contents i mean the various fields that are presented in one box in the original service ticket. The attachments however do port over.

See snapshots of how the ticket looks in the source board, and how it looks in the destination board (they are different tickets in this example, because since I 'moved' the first one, i lost the original contents'

[Jack Brickey]

ok so the reason that is happening is these fields don't exist in your NG project. moving issues from classic to NG is going to result in some loss I expect since not every field type will map to available NG.

[Meghna Kedia]

ah thanks for the info jack. Per my comment below to John, mapping fields in this case is becoming complicated for me, because I'll be trying to move 5 types of tickets, all with different field configurations. See sample below of 2 of those types of tickets and their fields. What's the best way to set up the fields so they map accurately in this case?