how to move ticket to other project

Question

hello,

when we create a ticket and need to assign it to another group actually we only have the solution to create a child process and after closed the child process manually close the father ticket , how we can assign the original ticket to other group/project/queue without open 2 ticket (father/child)

thanks

Jacob Vu · Answer

Hi @marco g

Ravi has a good solution below but to answer your question - your client would need to have permission to the other project so you are correct.

Jacob

Ravi Sagar _Sparxsys_ · Answer

Hi @marco g

If you want to involve people from outside JSM project to work on the customer raised ticket then the best and recommended way is to create a linked issue in their project.

* For example: Incident raised by customer -> Problem -> Defect in Jira Software project.
* Using issue links you can also transfer the information using automation. If the defect is closed then you can auto update your linked issues in JSM project.
* Benefit here is the traceability and each team will work on their own task. Issue links will also help in identifying dependencies or risks.

Moving an issue is usually needed/used when tickets/issues are raised in wrong project, don't make it part of the process.

I hope it helps.

Ravi

marco g · Answer

thanks a lot,

but in this case the customer that originally opened the ticket will not see the ticket inside his project queue if not have the complete vision of all project involved and will not update via mail because the original ticket is in another project/queue , is it right ?

very very thanks