Escalation JSM project to another JSM with automation

Julien Verdier

Hello,

Here is our use case: 

Two teams A and B are working on 2 different but identical JSMs (same workflow, same Custom Fields etc...)
Team A needs to escalate issues to B

Ideally, team A should use a Status such as "Escalated", an automation transfers the ticket to team B with all the details present in the initial ticket. Just like when we use the "Move" action on an issue.

The problem is: 

1. The request type cannot be copied with the automation of the A Project (but this can be solved by adding the request type from project B with an automation)
   1. If the request type is not specified, the user who opened the ticket will not see it on the portal once the ticket is escalated
2. Comments are not copied (we lose the history)
3. We lose the date information (the creation date)

My question here is:
Is it possible to use an automation to activate the 'move' option on an issue? 

Thanks

__ Jimi Wikman

In Theory you can add a custom field called "Escalated" to act as an anchor between the two projects.

When the ticket is escalated you set an automation to check the escalated box and then you can create a Que in the second team that fetches all ticket with the Escalated checkbox.

This way, you can have the same ticket exist in two projects at the same time and you can work on the ticket as normal and see all activities from both projects.

 

This is how I set up development that include integrations where you need work to be done on both sides. I have not tried it in JSM yet, but I can see how this could be useful to trigger escalation to second line, for example.