Transitioning Tickets from Jira Service Desk to another Jira Instance

Question

To set the scene:

One part of the company/sister company has a separate Service Desk instance.

We also have a larger instance with 50 plus engineering teams.

We want to be able to automatically transfer tickets from Service Desk into the big instance when we agree to take on work.

Is there a simple way of doing this?

Guy Walker_l7jrnk · Answer

Hi Mariana,

Issue types will change but it will only be 1 to 1. In Service Desk, they're called Problems and in the core instance we call them 'ECN' to be more specific.

What I'm struggling to do is find where we set up the migration. When looking at Jira Automation I see 'Webhook' as an option but I'd prefer to transfer directly not unlike the internal 'Move' option if they were in the same instance.

Thanks,

G

Mariana_Pryshliak_Saasjet_qysy8m · Answer

Hello @Guy Walker

This should be pretty straightforward because you wouldn't care about the agile specific custom fields if you are moving to service desk.

If all issue types remain the same it's even simpler, if many issue types end as a single one an many request types, then move per issue type, then each time you move one of them, apply the request type before going to the next one.

I hope it helps

Best regards, Mariana