Best way to move tickets from SD to SD without giving access to all the SDs?

Ivan Torres-Candelaria

We want to find the best way to move a ticket from One SD to the respective SD. Example:

 

Customer accidentally created ticket for Infrastructure Service Desk but the ticket was for Tech Support Service Desk. How can the user from Infrastructure SD move the ticket to the Tech Support SD without having access to that SD? Customers create the ticket in the wrong place all the time, I would prefer that they don't have to re-create the ticket because this can affect our customer satisfaction. 

 

All ideas are welcome!

Thomas Deiler_db00h3

Dear @Ivan Torres-Candelaria ,

moving issues from one project to another as Service Desk Agent requires the permission "browse project" in both SD projects. "move Issues" on origin and "create issues" on target project.

So far nothing new. Now you add a new Security Issue Scheme to project "Infrastructure" with two security levels called:

• Normal: All Agents of infrastructure + customers can see. (Default)
• False Project: All Agents of infrastructure + Agents of Tech Support - no customers

Agents of Infrastructure require permission "Set Issue Security".

When an issue was created in the false project, the agents of infrastructure change the sec level to "False Project".  Agents of Tech Support can now see - best by predefined filter on the dashboard.

This is one possibility.

You could also flag your issue and let a script move the issue to the tech support project. Without buying add-ons you could set up a SD automation rule that triggers a "webhook", that points to a simple script that moves the issue via REST API call to the other project. Unfortunately the API does not support "Move issues". So you have to close and clone the issue.

So long

Thomas