I want to move requests from one ITSM portal to another project

Question

In the past, I created an ITSM portal for end users to submit requests, which would then be routed to a queue in a Jira project. Now, I want to continue using the same ITSM portal, but these requests need to be directed to a different project. Is it possible?

Diana_Architect_ZigiWave · Answer

@Henrique Cunha , hi. Diana from ZigiOps here.

Yes, it is possible to continue using the same ITSM portal and redirect requests to a different Jira project. This typically involves adjusting the routing rules and mappings within your ITSM system.

Mathieu Lepoutre _Exalate_ · Answer

Hello @Henrique Cunha

I work for Exalate.

Yes, it’s possible to route requests from your ITSM portal to a different Jira project. This typically involves updating the request type configurations and workflows in Jira Service Management to point to the desired project.

If the requests need to exist in both projects simultaneously or if there’s a need for bi-directional synchronization (e.g., updates in one project reflecting in the other), a tool like Exalate could be a helpful solution. It allows you to sync issues between multiple Jira projects seamlessly while keeping your ITSM portal intact.

Thank you.

Kind regards,
Mathieu Lepoutre

Stephen.Lugton · Answer

Hi @Henrique Cunha

The portal is part of the JSM project, and as such it is not possible to just have any requests raise go straight to another project.

As @Fazila Ashraf suggests yo can create automation to move them to another project, although you could also consider renaming your existing project is it's only a matter of the name, or moving any existing issues from your original project to a 'backup' project and continue using your current project.