Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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:

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?

Suggest an answer

Log in or Sign up to answer
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

133 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you