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Moving tickets between projects

Hello Jira Team,

 

we are currently starting experimenting with Jira as our main managment and service desk system. 

With our current workflow we would like to achieve moving tickets from Service desk project to other projects(Service desk project(support) ->Work project (dev)). Now is it possible to move a ticket without loosing ability to recieve further incoming communication from customer via email? If so how? We want to avoid duplicating tickets with "clone" function.

 

Thank you for your time.

 

Best regards,

 

Martin

3 answers

1 vote

Ok, so the standard advice about moving issues between projects is "don't".  Moving an issue is a clunky manual process, and can't be done in a workflow or automatically.

It is generally a thing you do rarely, when someone genuinely makes a mistake and creates something in the wrong project, or when you're doing some housekeeping and want to rearrange your project usage.

It should not be done as a standard process, it's an exception.

I can completely understand the desire to move an issue from a Service Desk project out into a development or tracking project, but you shouldn't.

It is exactly as you suspect, you will lose the ability to communicate with the customer if you move an issue from a Service Desk project into a development or tracking project - you'll lose the customer request that is sitting in front of the issue, which is the thing doing all the communications.  It won't exist in the development/tracking project.

So, yes, you would be better off cloning into the development project.  I would suggest the agent uses the "create issue in development project" option though, that will retain the link between Request -> Service Desk Issue -> Development issue.

1 vote
Jack Brickey Community Leader Dec 21, 2021

In JSM you do not want to move the issue to another project as it will break the connection with the customer. Rather, what you should do is use create linked issue feature which will create an issue in the other project and link the two together. You can then, if desired, use automation to keep the two in sync.

Hi Jack

What is the automation you talk of?

Thanks

Jack Brickey Community Leader Mar 18, 2022

You can trigger on the software issue transition and if there is a linked JSM issue you can transition it, as an example. 
automation is found under project settings in Cloud. 

Thanks Jack. I've got this partly working. Just testing the comments now but they're not pulling through. I'll continue afte the weekend. 

Thanks again for your reply.

Jack Brickey Community Leader Mar 30, 2022

Hi @Nick Watts , did you get this working?

Hi @Jack Brickey 

I did, I used automation at first, got it working ok, thanks. 

In the end though I tool advantage of another, 3rd party tool, which we have been uing to integrate Jira to Azure DevOps, made a new connection between the two projects on jira and it works well, keep everything in sync too.

@Nick Watts , @Jack Brickey 

Hello , i want to do something similar, will be glad if you can help.

I actually have two helpdesk projects. (A & B), and i want to be able to see B helpdesk tickets in A when a specfic status like <<Escalate to level 2>> is triggerred .

I don't know if it is the same way doing this one too...

thank for helping

@Jordano OLAOTAN, I don't know which tool @Nick Watts is using, but I'd recommend to checkout the issue sync apps in the Atlassian marketplace. They're built exactly for this purpose.

If you want to know more about our tool, Backbone Issue Sync, I'm happy to help.

Like Jordano OLAOTAN likes this

Hello @Matthias Gaiser _K15t_ , Good help. Thank. will have a look into that and see if it fits my expectations

Like Matthias Gaiser _K15t_ likes this

We have been using Exalate

@Jordano OLAOTAN hi there! Diana from ZigiWave here! Feel free to look at ZigiOps. It can help you connect the two helpdesk projects and sync them (with their data, and tickets in your use case). It has advanced field mappings features so you can adjust it to fit your needs. Check it out and if you think it would be beneficial for your use case, you can book a demo.

Regards, Diana (ZigiWave)

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