Moving Tickets From Our JSM queue to another teams queue

[Swaroop Kumar]

Hi There, 

I have a ticket in our JSM queue that I'd like to move to a different team that actually handles it. I do not see an option in Jira that could help with transferring the tickets from our queue to other queues. In this case, I'm trying to transfer the ticket from IT Ops to IT Security who is also on JSM. 

also, not sure which field to use to find their project.

[Dave Mathijs · Accepted solution]

HI @Swaroop Kumar a queue is nothing more than JQL query with filter criteria.

You "move" the issue from one queue to another by changing a value (status, custom field, ...) in the issue that meets all criteria of the queue you want to move the issue to.

[Swaroop Kumar]

Hi @Dave Mathijs 

I didn't quite get that? I have donot have a field where I can assign the ticket to other team. For example, I see "IT Assignee Group" but that does not show other teams. Do you have an example that I can try on my end?

[Swaroop Kumar]

There is an option to "Move" the ticket from one queue to another by setting the new project, request type, etc.