Move an incident to a new project upon creation

Avi Serber

Hi,

We have multiple projects in JSM and i want to do the following

1. User creates a ticket in the "default" project
2. the subject or description match a keyword
3. the ticket gets closed in the default project (with no email getting sent)
4. a new ticket in a different project is created so it can be routed to the proper group

my issue is the end of step 3.  I can Clone the issue to another project but it still generates two emails to the user.

 

Any help is appreciated.

Joseph Chung Yin

@Avi Serber -

Welcome to the community.  In your process, there is a possible issue where how would you want the issue reporter to be notified?  In addition, why don't you have all of your agents (among the different groups) to just work off from the same project?

For your default project, you can disable the customer notification event when issue is resolved via Project settings >> Customer notifications.  However, this means that any issue which is resolved in your default project that issue reporter will not be notified.  As this is done at the project level.

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Technology Applications Team

Viasat Inc.