Moving a Ticket

[Deviprasad Marotu]

Hi Team,

We are exploring the "Move" option in JIRA Servicedesk. We created a ticket in "Service requests" and tried moving to "Incidents". It says the ticket is moved, but when we check in  "Incidents" queue, the ticket is not visible. Can you help us in finding/fixing the issue, or are we doing something wrong here?

[Joseph Chung Yin]

@Deviprasad Marotu -

You should check to your queue configuration to see if there is any criteria where your newly "Moved" issue failed to met.

In general, when moving issue type from one to another type, they should have the same fields/WF/screen layouts.  In JSM side, you should also focus the request type setup between your "Service Requests" and "Incidents".

Hope this helps.

Best, Joseph Chung Yin

Jira/JSM Functional Lead, Global Infrastructure Applications Team

Viasat Inc.