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Moving tickets between projects

Martin Vrbka

Hello Jira Team,

we are currently starting experimenting with Jira as our main managment and service desk system.

With our current workflow we would like to achieve moving tickets from Service desk project to other projects(Service desk project(support) ->Work project (dev)). Now is it possible to move a ticket without loosing ability to recieve further incoming communication from customer via email? If so how? We want to avoid duplicating tickets with "clone" function.

Thank you for your time.

Best regards,

Martin

Accepted answers

All comments

Jack Brickey

In JSM you do not want to move the issue to another project as it will break the connection with the customer. Rather, what you should do is use create linked issue feature which will create an issue in the other project and link the two together. You can then, if desired, use automation to keep the two in sync.

Nic Brough -Adaptavist-

Ok, so the standard advice about moving issues between projects is "don't". Moving an issue is a clunky manual process, and can't be done in a workflow or automatically.

It is generally a thing you do rarely, when someone genuinely makes a mistake and creates something in the wrong project, or when you're doing some housekeeping and want to rearrange your project usage.

It should not be done as a standard process, it's an exception.

I can completely understand the desire to move an issue from a Service Desk project out into a development or tracking project, but you shouldn't.

It is exactly as you suspect, you will lose the ability to communicate with the customer if you move an issue from a Service Desk project into a development or tracking project - you'll lose the customer request that is sitting in front of the issue, which is the thing doing all the communications. It won't exist in the development/tracking project.

So, yes, you would be better off cloning into the development project. I would suggest the agent uses the "create issue in development project" option though, that will retain the link between Request -> Service Desk Issue -> Development issue.

Nick Watts_zccnq1

Hi Jack

What is the automation you talk of?

Thanks

Jack Brickey

You can trigger on the software issue transition and if there is a linked JSM issue you can transition it, as an example.
automation is found under project settings in Cloud.

Nick Watts_zccnq1

Thanks Jack. I've got this partly working. Just testing the comments now but they're not pulling through. I'll continue afte the weekend.

Thanks again for your reply.

Diana_Architect_ZigiWave

@Jordano OLAOTAN hi there! Diana from ZigiWave here! Feel free to look at ZigiOps. It can help you connect the two helpdesk projects and sync them (with their data, and tickets in your use case). It has advanced field mappings features so you can adjust it to fit your needs. Check it out and if you think it would be beneficial for your use case, you can book a demo.

Regards, Diana (ZigiWave)

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