Transfering Service Desk Issues between projects

Question

Hello,

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?

Thanks!

-Nate

unknown · Answer

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.

somethingblue · Answer

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.

Cheers,

Branden