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Move Issues from JIRA Service Desk to JIRA Software

Isabel Pietruk

This question is in reference to Atlassian Documentation: Moving an issue

Hi there,

we are using JIRA Software (Server 7.1) and JIRA Service Desk (Server 3.1).

When buying our licences for the server version, we were reassured by our your distribution partner, that moving issues from JIRA Service Desk to JIRA Software (and the other way around) is also possible with the server version.

The Use Case:

With JIRA Software we handle requirements (even from external partners), JIRA Service Desk is our bug tracker.

Our Customer sometimes cannot tell apart a bug from a requirement, that´s why we need to move a bug from JIRA Service Desk to JIRA Software.

However, after consulting the documentation and checking all the sources I could find, I was not able to tell, why I am still not able to move an ticket across the applications.

I can move an issue from one JIRA Software project to another though.

Cheers

Isabel

Accepted answers

All comments

Nic Brough -Adaptavist-

Um, I'm not sure about the use of the word "move" here.

JIRA Core provides us with issue tracking, with issues grouped into projects. JIRA Service Desk provides a layer on top of some of the projects that changes and adds to the interface for the project, so that customers get a simplified view and Agents have more tracking information.

But it doesn't separate the calls out. A Service Desk item (whether it's a bug, a call, a question etc) is still an issue in a JIRA project. There's nothing to "move" - you've got an issue in a project.

Could you explain "move" as you see it? What are you trying to move, and where from and to?

unknown

Hi, i have the same question. We need to move a JIRA service desk issue to a project in the normal jira.

But if i click on "More" -> "Move" i can only select projects in JIRA service desk. We have an application link between JIRA SD and JIRA

Nic Brough -Adaptavist-

An issue in JIRA service desk is already in JIRA - that's the point of Service Desk being an application, it sits on top of JIRA, not alongside it.

That is, unless you have two JIRA installations, one with Service Desk and one without. These are separate systems, you can't just "move" from one to another, it's an export/import task. (Or synchronisation...)

unknown

Yes we have to seperate Installations. So we need to install JIRA SD on top of JIRA and then we can move issues!?

Frank Koehl

Echoing needs of OP. We have Jira Software, and looking to migrate our forward-facing support to Jira Service Desk. One of the big selling points for pitching such a move is ticket interchangeability:

Issue comes in through front line (Service Desk)
Identified as dev issue, gets moved to engineering team (Jira Software)
Code developed and deployed, ticket routed back to front line (Service Desk) for customer notification.

Is there seriously no way for these two products -- built on the same Core library -- to inter-operate in such a fashion?

Nic Brough -Adaptavist-

"Move" is still the wrong answer. It destroys the service desk information, leaves the customer with no reference (it looks like you've deleted their request), and looks odd when you move it back.

An agent should use the "create linked issue" option (which wasn't there at the time of the original question), to punt something over to developers.

jira guy_ymfmzd

Is there a way script runner allows to copy the summary and description of the issue from service desk to jira software project?

Please know that we have service desk and jira software on the same instance.

Nic Brough -Adaptavist-

You don;t have to, the issue raised is already there, and the Agent option to "create linked issue" does the copy for you if that's what you need.

Sam_ul1apk

More > Move is working for me. You will be asked then for values of missing field (if you are using different screen and fields schemes)

Smita_4wri9n

Can someone please help me? I am an agent in JSD and Org Admin in JIRA but I dont see Create Linked Issue option at all
What is missing or how can I enable this option? We are using Cloud services for both

Jack Brickey

This need to be a new question/post.

there a number of things that will drive the right answer here but assuming you are on Cloud and you are using a Classic project then once you click on the link issue icon you should see a link to create linked issues as below.

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