Hi,
do you know a solution for the following case:
We want to migrate a service desk project from onpremis to JSM cloud.
After the migration we would like to move the tickets to another project (so the ticket ID will change from oldproject-100 to newproject-201).
Is there a solution that incoming emails (with the old-ticket ID) from a customer will reference to the old ticket id?
Thanks in advance!
Regards
Phil
Hi @pmarx ,
if you move a JSM issue to another JSM project then the issue key will change for the customer in the portal. So before the move their issue will show as oldproject-100 and after the move it will show as newproject-201.
Oh I see you are inquiring about an email response that has the old issue key. I need to test that. I suspect it would create a new issue in the old project but need to verify TBH.
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Jira has a record of all the issue moves, and the email handlers look it up - it will comment on the moved issue if the reply contains the old issue key in it!
I don't know if the JSM email channel does the same though.
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It should works as internally, Jira/JSM will maintain the references association to the old ticket ID with the moved issues.
Best, Joseph Chung Yin
Jira/JSM Functional Lead, Global Infrastructure Applications Team
Viasat Inc.
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