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:
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!
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).
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.
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.
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