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Automating ticket to moved between 2 projects - Service desk and Scrum board

Good Day,

I am currently trying to link two projects but one is service desk and the other scrum board.

when service desk ticket is reviewed and approved for coding then I want to change status and create an automation whereby the ticket then moves to the project board, is this possible?

I need to see an example of how the automation is done as I cannot find this particular answer with screen shots anywhere.

We have Jira Cloud and I just need confirmation that it can be done, or if I need premium for this specific requirement could you please let me know?

I am not a super user, just administrator, if this needs to change can you let me know as well please?

1 answer

0 votes

No.  Automation can not move issues.

You should not be doing this.  Moving issues between projects should never be part of a standard process.  Moving is for housekeeping, migration and the (hopefully rare) genuine error of "raised in the wrong place".

Moving an issue from a Service Desk project to a Software (or Work Management) project will also destroy the customers request, and the line of communication with them.  

There are two things you can do here though.

  • When a request leads to a development story, your agents should use "create linked issue" to create the story in the development project.  The original request and service desk issue will remain intact, and informed by the linked development issue, which will take its own process.
  • Modify your Software board so that it selects the service desk issues as well as the development project issues.  Your developers won't be able to do much with them (unless they're agents as well), but you'll be able to see them

Thank you for your response, the reason for this is for the project manager to sift out requests and once request is accepted for development then get pushed to a project.

So there is an option I found that would then be the only way, copy original service desk ticket and move to development board, the project manager will then be the one to check development board and update on service desk tickets.

(This is purely for internal requests) 

That is one way to do it, yes.  There is a better way.  Agents (the folks running the Service Desk) have a link in the issue view for "create linked issue".

This pops up an issue create type screen, where the agent can select the project to create in and so on.  This creates an issue in the target project, with a defaulted link to the service desk issue, and enables a couple of bits of automation (so that the Agent knows when developers have done things, and developers can easily see the content of the SD issue, including communications with the customer). 

To use that, click "link issue" at the top of the service desk issue.  It will open the issue links panel, which has the "create linked issue" link at the bottom.

I've seen people use this differently - some will copy and paste the description and minimal other data into the new issue, and some will replicate everything they can.  Most though say "I think this SD issue is something your team needs to look into" and leave it up to the developers to look at the request and copy any info they need into their issue(s)

Thanks so much for this! it's much simpler, just did it and took me 5seconds.

Like Nic Brough -Adaptavist- likes this

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