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Why a user can`t move issues to another project?

Hi all!


I am trying to figure out why an user cannot move issues to another project.

The user in project A, wants to move the issue to Project B, but Project B is not shown when I try to move the issue Why is that? all the other projects are shown but Project B it is not.

Can you help me please?

Thanks in advance,


3 answers

1 vote
Deepanshu Natani
Community Leader
Community Leader
Community Leaders are connectors, ambassadors, and mentors. On the online community, they serve as thought leaders, product experts, and moderators.
Oct 30, 2020

Hi @Rosana Casilli 

Can you confirm that this user has permission to create issues in Project B? (A user can only move issues to a project they have the create permission for.)

He is a customer for the project B. 

In project B permission to Move issues "Service Desk Customer -portal access" is set

Like Sami Kadiri likes this
0 votes
Andy Heinzer
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
Nov 14, 2023

For cases like this, when a user cannot perform an action and you do not know why, I recommend having a Jira Admin use the permission helper to check the permissions.  This utility will prompt you for the user, an issue key, and an action.  You can input those and submit to see if that user has that permission as this checks both permission schemes and product access levels.

Jira Service Management, aka JSM (formerly Service Desk) can add another layer of complexity in terms of product access here, but that helper utility in Jira can be very useful for identifying which permission that user is missing, and then prompting the admin to the correct permission scheme to adjust this if they want to.  Users that are only in the customer role of JSM don't have the ability to move requests/issues between projects.  A licensed Jira user with permissions to do so would have to do it.

0 votes
Yevgen Lasman
Rising Star
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Oct 30, 2020 • edited

The Move Issue permission is not sufficient, the user should have "Create Issue" permission in the "Project B". This is because technically there are two operations: create issue in Project B with the issue data from the Project A and (re)move issue from the Project A.

You can find more details about each project permission here, and "Move Issue" says

Permission to move issues from one project to another, or from one workflow to another workflow within the same project. Note that a user can only move issues to a project for which they have Create Issue permission.

Thank you!.. I see that the service desk customer have edit, create, delete move permission. 

But still the user can't move anything.

In fact.. I tried to access as this user and he can't see the any jira service desk project but his. Only Jira Software projects

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