How can I move tickets between team-managed projects when project access is set to private?

Question

Hello there! We use JSM for our internal service request platform for all departments in our organization. Because of this, if we do not want all JSM users to view other business unit's tickets, we need to have the internal access setting set to Private - think HR related tickets.

We have found that if the project is set to private, the project is no longer available when accessing the move function if a ticket is opened in error under the wrong project.

Is there a setting I'm overlooking or does anyone have any suggestions on how to handle this (via automation perhaps) if this is just how the setting is designed to work?

Trudy P Claspill · Answer

"when they are moving a ticket"

I was not aware that Customer Users had any access to functionality to move an issue between JSM projects.

Is this an environment that only has JSM, or does it also have Jira?

Are we talking about users who only have JSM Customer access, not JSM Agent access or Jira User Access?

Can you provide a screen image of the "Move menu" that these users are accessing?

Lindsey Hodson · Answer

If the project is set to private access, they have permissions to create an issue through the customer portal, but not directly within JSM inside of the project. So when they are moving a ticket from their project to another project, it's not available in the drop down in the move menu, however they can open a ticket from scratch in the customer portal.

Trudy P Claspill · Answer

Hello @Lindsey Hodson

Welcome to the Atlassian community.

Does the person attempting to Move the issue have permissions to create issues in the Destination project where Access is set to Private?