Preserve Servicedesk Form information when moving tickets to a different Project

Question

My Org is excited at the prospect of using Servicedesk Forms to guide ticket reporters with what we need to help.

I'm having a hard time figuring out how to get that form input into a generalized field

For bugs, we often clone and move a service desk ticket to another project for a developer to work. But moving a servicedesk ticket with a form attached to another project doesn't retain the form information anywhere I can see

Is there a way to pull that information without having to put our servicedesk-specific fields into the other project?

Or alternatively some way to auto-attach the servicedesk form's pdf export so that anyone viewing the cloned and moved ticket doesn't have to refer to the original service desk ticket?

Addison Taylor · Answer

Thank you for also confirming that there is a feature coming.

Nic Brough -Adaptavist- · Answer

There are plans for other types of project to support forms, and extensions to Automation that will allow you to effectively read a form and pull data out into issues, but you are a bit stuck at the moment.

However, there's a bit more of a fundamental problem here - when you move an issue out of a Service Management project, you are destroying the request the customer made.  You should not be doing that at all.

You are using "clone and move" for getting issues over into development projects, but there's a far better way (easier and more functional) - Agents should be using the "create linked issue" option

This will pop up a new create issue window, with some details already taken from the request/issue, and create a new issue with links back into the current one, so that developers know where it came from (no faffing around with clone and move) and go look at the form on the original.

You can get to it by clicking "link issue" which shows the "linked issues" area, which will have "create linked issue" beneath it

See https://confluence.atlassian.com/servicedeskserver031/linking-issues-802165194.html#Linkingissues-Createanewlinkedissuefromanexistingissueinaservicedeskorbusinessproject

Addison Taylor · Answer

That's not really ideal, but thank you for letting me know there is an upcoming feature