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After moving a ticket across projects I want that the old URL to be still accessable.

nina.bluemel

I have two projects with different agents.

In Project A a ticket get's validated. If the ticket is fine and ready for the support we will move the ticket to Project B.

The customers are in both projects the same.

They save the URL (from Project A) on a confluence page during the ticket creation. But after moving the ticket the URL is not reachable any longer. Is there an option that the Link from Project A is redirected to Project B?

Thanks for your help

Accepted answers

Mike Bowen

Hi @nina.bluemel

When you move the ticket to Project B, how are you doing it? Please provide the steps?

Do both projects have exactly the same fields, workflow? Also are you moving the ticket prior to saving the link in Confluence?

I was able to replicate your request and this is what I found:

Ticket moved - confluence link redirects automatically leaving original URL.png

-Mike

All comments

Nic Brough -Adaptavist-

Requests don't have awareness that they have been moved.

The underlying issues do, so your agents can go to the old issue url and be redirected to the new one, but requests don't do that because of the different structure and potential visibility.

Moving issues between projects/portals is not recommended. It suggests a broken process. I'd recommend merging the projects and portals and reviewing your process.

Mike Bowen

Hi @nina.bluemel

When you move the ticket to Project B, how are you doing it? Please provide the steps?

Do both projects have exactly the same fields, workflow? Also are you moving the ticket prior to saving the link in Confluence?

I was able to replicate your request and this is what I found:

Ticket moved - confluence link redirects automatically leaving original URL.png

-Mike

nina.bluemel

Hi Nic,

thank you for your answer.

Problem with merging the projects would be. That the internal comments from Project B should not be seen from the Agents in Project A. The Agents from A are external and should not see anything from our internal process or discussion in Project B.

nina.bluemel

Hi Mike,

For moving the Ticket I go over the three dots menu on top right in the ticket.

Select "Move"

In the Move options i select the new Project. (Issue Type is the same) In the next step I change the status to open.

The Projects have different workflows.

Both Projects have exactl the same fields.

The customer is saving the Link in confluence after ticket creation. So before I move the ticket into Project B.

Nic Brough -Adaptavist-

You should not be moving issues. If something needs working on in another service desk, then create a linked issue in the other service desk. Your customers retain their links, the data remains consistent, and you can tell people "this went to team B, we'll let you know when it comes back to team A" and automate updates on A when B is accepted/closed etc

nina.bluemel

During trying to explain what I am doing I figured that I actualy forgot a step at the end and didn't populate the Request Type afterwards. Now it is working.

Thanks for your help @[deleted]

nina.bluemel

But if I create a new ticket I have to put way more effort in the ticket. I need the excact same fields. Possible the informations from the comments.

Team A won't get the Ticket back at the end anyway.

I don't really get why it is so bad to move the tickets.

My Problem is solved as well as I made a mistake and didn't populate a field which is required to be visible correctly in the portal for our customers.

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