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When moving issues between service desks, how can we retain custom fields & form responses?
We have 4 company managed service desk projects, on a jira cloud client. Users sometimes submit a request in the wrong service desk and the service desk agents will move the issue from one service desk project to another.
Within the service desk projects - each project uses some custom fields and we use forms within some of the request types that are unique to each service desk project.
When moving an issue to a new service desk - the move issue wizard states there is a retain current field value, but there isn't a retain option to select, rather it states "All fields will be updated automatically.".
However after completing the movie issue wizard, the custom fields on the project that the issue was moved from are no longer found on the issue when its in the target destination project. Form responses that were entered on the initial request are also dropped when the issue moves to the new project.
How can we easily retain values of the custom fields & form submission responses when moving issues between company managed service desk projects?
Hi @Michael Burns ,
In fact, the custom fields are not updated after move and remain the same. Maybe the custom fields in the first project for the created issue are not on the second project screen that you are moving. That's why you may not be able to see those areas. Where were the fields automatically updated? Are these custom fields?
The fields not being present in the target project would explain the custom fields not transferring. Which, do I need to have the custom fields assoicated to the project or do they specifically need added to a request type in the target project?
Separately, what about form responses? If I have a form in place for a service desk request type in project 1, and move an issue with the form responses from the request to target project 2 - how can I retain the form responses from project 1 form when its moved to a new project / request type in project 2?
You should specifically on the request type screen.But if there is no need for that custom field in project 2 and there is a different custom field that you are using instead, you may not add it. You can create an automation rule using the issue move trigger and have the custom field in project 1 copied to a different custom field in project 2.
But you should be careful if this rule will have to run too much, because as of this November, automation has a new limitations. It is useful to check the automation usage under the usage tab.
You don't have to do anything for the forms. Even if the form templete is not included in project 2, form responses still is retain by default.