Feasibility to transfer/route tickets to another projet

Question

If someone raises a ticket to a specific project (A) and the assignee approves of the ticket, can it be auto-routed to another project (B)? Or does it need to be closed, and a brand new ticket has to be created by the reporter to the applicable project (B)

Dave LIAO · Answer

I recommend this option!

Automation doesn’t yet have the option to move issues, only clone (copy) them.

Susan Waldrip · Answer

Hi @Marguerite Dadivas , welcome to the Community!

As @Christopher Yen said, you can't move a ticket in an automation; however, another option is to use issue cloning. If you went this route, the trigger to clone could be the change in value to whatever field you use to indicate an issue is approved/declined, followed by Clone issue to the appropriate project. In this example, I have a custom field called Approval Decision and I'm cloning the issue to a different project called "TEST Finance Reports and Support" and then closing the "original" issue:

Note that in order for the issue to be closed after being approved, you'll have to have a transition in your workflow that enables that (which seems odd since we don't tend to close tickets after they're approved!).

Please let us know if you have questions or this doesn't work for you, I or somebody else may have other suggestions!

Christopher Yen · Answer

Hi @Marguerite Dadivas , welcome to the community. I don't believe moving issues is an available action in automation.

You can close and create a new ticket but it might be a poor experience for the customer, in my company we had a similar situation where a team wanted to work on the issue in their own software project so the solution we had was to create an issue in their project with a relationship to the original request and then when the status or assignee was updated it would update the original request, also not the best solution but a compromise we made that seems to be working.