I want to move requests from one ITSM portal to another project

Henrique Cunha
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October 23, 2024

In the past, I created an ITSM portal for end users to submit requests, which would then be routed to a queue in a Jira project. Now, I want to continue using the same ITSM portal, but these requests need to be directed to a different project. Is it possible? 

4 answers

1 vote
Diana_Architect_ZigiWave
Atlassian Partner
November 27, 2024

@Henrique Cunha , hi. Diana from ZigiOps here.

Yes, it is possible to continue using the same ITSM portal and redirect requests to a different Jira project. This typically involves adjusting the routing rules and mappings within your ITSM system. 

1 vote
Mathieu Lepoutre {Exalate}
Contributor
November 25, 2024

Hello @Henrique Cunha 

I work for Exalate.

Yes, it’s possible to route requests from your ITSM portal to a different Jira project. This typically involves updating the request type configurations and workflows in Jira Service Management to point to the desired project.

If the requests need to exist in both projects simultaneously or if there’s a need for bi-directional synchronization (e.g., updates in one project reflecting in the other), a tool like Exalate could be a helpful solution. It allows you to sync issues between multiple Jira projects seamlessly while keeping your ITSM portal intact.

Thank you.

Kind regards,
Mathieu Lepoutre

1 vote
Fazila Ashraf
Community Leader
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October 23, 2024

Hi @Henrique Cunha 

Welcome to community!

You could build automations to move the requests created in the intake portal of 1 project to another. 

But i am curious why you would want to do that..

0 votes
Stephen_Lugton
Community Leader
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October 23, 2024

Hi @Henrique Cunha 

The portal is part of the JSM project, and as such it is not possible to just have any requests raise go straight to another project.

As @Fazila Ashraf suggests yo can create automation to move them to another project, although you could also consider renaming your existing project is it's only a matter of the name, or moving any existing issues from your original project to a 'backup' project and continue using your current project.

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