Transfering Service Desk Issues between projects


Are there any approaches for a more streamlined approach to transfering service desk issues than the usual Move Issues Screens? Moving issues works but has a number of screens, lists more projects than just service desk projects. Looking for a simpler way to transfer service desk issue between projects. Any pointers?



1 answer

0 votes

Hi Nathan,

The move screens make sure everything gets associated correctly when you move issues.  There may be other methods of doing this, however, from the research I've done the Move screen is the best option.  Jobin had a good explanation as to why the Move screens is an important step to move issues:

Each project can have its own workflows, field configurations, screens etc and the rules in target project (like a mandatory field) might prevent the move. And different workflows might require a workflow migration. And that is why JIRA doesn't offer it as a functionality (You have to use 'Move' which addresses all these concerns in different steps).

Hopefully that helps clear things up a bit.  While there may be add-ons that address these concerns they are mostly geared toward moving issues/projects from one instance to another and not from project to project.



Looking into the Use of Jira as an ITIL Service Management Tool and the key concept of a centralised service desk does not seem to be here.

If all incidents and requests are coming into a centralised service desk (Project) the Service Desk analysts should then be able to assign the incident / request to the respective team, while still having visibility of the incident as the Service Desk is the owner of all tickets within the Service Management Tool, regardless of which team they are assigned to.  

Suggest an answer

Log in or Sign up to answer
Community showcase
Published Nov 27, 2018 in Portfolio for Jira

Introducing a new planning experience in Portfolio for Jira (Server/DC)

In the past, Portfolio for Jira required a high degree of detail–foresight that was unrealistic for many businesses to   have–in   order to produce a reliable long-term roadmap. We're tur...

2,299 views 12 19
Read article

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you