As anyone using Jira Service Desk will I'm sure have experienced, if you have an "open" email address that anyone can email you get a certain amount of spam and other non-ticket stuff (I'm going to refer to tickets here, rather than issues, but I'm talking about tickets that exist in Jira as issues). These tickets then have to be closed off. In our case we transition them to Cancelled with a Resolution status of "Not a Ticket".
The problem with this is that over time you get a lot of these and they make it harder to find stuff when searching. I've been mulling over the best solution to this and this is my idea, would like to see what others think:
1. Create another project as a clone of my main service desk project and call it something like "Ticket Archive"
2. Set the permissions of Ticket Archive so that most users can't view it (so the contents don't show up in search results).
3. Periodically use the Bulk Edit feature to move the "not a ticket" issues from the main service desk project to Ticket Archive
The main downside to this is that changes to the structure of the main service desk project would need to be replicated in the Ticket Archive project (new fields etc) to ensure that the issues could continue to be successfully moved over.
Does anyone have any further thoughts on this as a solution, a better solution, or other potential issues with this approach?
The 2020 acquisition of Mindville added powerful asset and configuration management capabilities to Jira Service Management in the form of Insight. Following the completion of that integration, custo...
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