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Copying over a IT Support ticket from ITSM to an Epic in Jira Software

Fahim Ahmed

We use Jira ITSM and also Jira Software.

When a request comes in to a queue via ITSM, in some instances we want to be able to move over into a different Jira project as a project in itself, whether Epic or Task level.

When trying to clone, it completely clones.

When Moving, it moves it to a Board/different project but seems to lose comments/communication from ITSM.

Converting to sub-task only allows conversation within that 'project'.

So........

What happens when a Jira support ticket when it is effectively superceded by a Jira project issue?

Is there a way of keeping in the ITSM queue for communication with requestor whilst copying over into a separate Jira project and set as Epic or Task issue?

Accepted answers

Kris Dewachter

Hi @Fahim Ahmed ,

Usually, a ITSM ticket is not moved to Jira Software.

It would be better to create a new Epic or Task in the Jira Software project, and link it to the ITSM ticket.

You can keep the existing ITSM ticket for communication with the requestor.

Best regards,

Kris

All comments

Kris Dewachter

Hi @Fahim Ahmed ,

Usually, a ITSM ticket is not moved to Jira Software.

It would be better to create a new Epic or Task in the Jira Software project, and link it to the ITSM ticket.

You can keep the existing ITSM ticket for communication with the requestor.

Best regards,

Kris

Luka Hummel - codefortynine

Hi @Fahim Ahmed

I'm Luka from codefortynine 👋

If you are willing to try a third-party app, our Deep Clone for Jira can help you clone your issues between your Jira Service Management and Jira Software project.

We have written a guide for 'escalating tickets' which should fit your use case quite well here.

As long as you have checked Comments under Clone additional fields, Deep Clone will also clone all comments in the issue.

2024-01-24 12-00.png

Fahim Ahmed

Thanks - that sounds the most sensible

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