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Moving issues between projects in Jira Service Desk Edited

Hi Everyone!

We are new to Jira Service Desk and still in the experimentation phase. 

We are trialling out have different Service Teams (eg IT and HR - plus a few others) in the same Jira Service Desk instance to create a unified experience for the users submitting tickets (all in one place!). 

Often service requests need to be moved between these teams to be completed, but the staff associated with the teams should not be able to see each others issues and queues. 

How do we accomplish a simple process for moving tickets between projects without giving everyone too much access?

Things that we have already tried/explored include:

  • Setting up a default 'transition' project that everyone has access to (this is cumbersome and seems to require a manual queue manager)
  • Using an automation rule based on a label (won't move to another project)
  • Using an automation rule to clone an issue and delete the original (all the attachments etc get lost)
  • change the permissions in the other projects to allow 'create' but not 'view' (didn't work)

Is there a better way?

Is it possible to achieve this with a workflow of some kind?

Or how would an automation work that preserves attachment/comments/history etc?

Is there a way to use issue security to default most issues in 'HR', for example, to only HR staff but still give other staff access to the project (to see the moved items)?

Your advice is greatly appreciated! 

Thank you!

3 answers

1 accepted

0 votes
Answer accepted

For reference, we were able to default all HR tickets to a custom security level (that we defined) through automation and an extra extension. Which meant that we could then give IT agents access to the HR project - though they couldn't see any issues except the ones they migrated (so not the secure ones). 

0 votes
Jack Community Leader Sep 03, 2020

If the issue was in fact opened in the wrong project, e.g. an HR issue opened in IT, and if the Customer exists in both projects I would use the Move function and ensure the Reporter and request type are accurately set. However, if a ticket requires effort in multiple projects I would create linked issues and not move the original.

Thanks @Jack
But when we tested this an IT agent could not see the HR queue at all as they weren't appropriately permissioned, so move was not an option.

Welcome to the community,  @IT Innovation Team

If you want to clone and move issues without losing data (e.g. attachments) you can try out our Marketplace app Deep Clone for Jira.

If you want to read more about using Deep Clone as escalation tool, you can have a look at this article: https://community.atlassian.com/t5/Jira-Service-Desk-articles/Escalate-tickets-in-Jira-Service-Desk-with-Deep-Clone-for-Jira/ba-p/1244255

Don't hesitate to get in touch with our support if you have questions or feedback.

@Marlene Kegel - codefortynine thank you! 
Does deep clone allow you to move issues (as an agent) to projects you have no access to?

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