Can you report on Issue Types after they are moved to a new project?

Question

I created a Service Desk for my team to use. One of our success metrics is how quickly my team can dispatch created tickets and move them to the correct project, assignee etc.

Is there a way to track this change in Service Desk Reports? I want to be able to report on the number of tickets that were moved out of my Service Desk - if that makes it any clearer.

Thanks for any help you can provide!

Mohamed Benziane · Answer

Hi @Luis Cabrera

I think you need to work with your workflow, im not sur but there is an automation rule that clone a issue from the JSD to an another project, maybe you can mix those two item. A transition who will close the issue with a specific status and clone the issue. So you can make a report with this status. I hope i make myself clear enough.

https://docs.automationforjira.com/knowledge-base/move-an-issue.html

There is other option using some plugin like "create on transition" from bob swift

Jack Brickey · Answer

Hi Luis,

first I would suggest that moving the issues out of JSD to another project is not the best approach. The reason for this is that the reporter will lose sight of the issue. Consider the approach many of us use. When a ticket comes in that needs to be supported/resolved by another team under a different project  then create a linked issue in the other project and transition the originating JSD issue to a new status, e.g. Development. This allows you to maintain context w/ the customer and you can use automation to transition the original ticket based upon the new linked issue. Further you can then create reports (filters) on issue in this unique status and how long they stay there.