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.
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.
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.
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