Create a Rule to move Service Management tickets to another Project

[Jade Ho-Lin]

Good day - Please can someone guide me, on how to go about creating a rule, when a particular Request type is created on a Service management board/project to move it to another Project - to automate this process vs having to move the tickets to another project. 

Thank you 

Jade 

[Marc - Devoteam]

Hi @Jade Ho-Lin 

My 1st question would by why, as moving the issue to another project will mean the raiser of the issue will loose sight of the issue and won't get updates on the raised issue.

Can you provide some more context?

[Jade Ho-Lin]

Hi Marc, the raisers are our business users, and they do not understand or know the process of our "back office" internal IT process, so we have our Business users creating Service tickets for example Desktop requests, requesting access etc. and then we have a team that is responsible to action these JIRA tickets - BUT we are also using the one project for Production Support queries from Business so we need to segregate these tickets.

hope that makes sense 

Jade 

[Marc - Devoteam]

Hi @Jade Ho-Lin 

You can create different queues on the project or based on request type or defaulting a component on the request bases for Production Support and use the component as a differentiator.

It's just not best practice to move or even clone issue from a JSM project elsewhere.

How will you keep the requestor informed on the progress on issues not visible to them anymore?

[Rick Westbrock]

One option that we use is to create a new linked work item in a Software project (for example) and then use an automation rule to update the status of the original JSM ticket when the linked issue is transitioned etc. You can also use an automation rule to copy comments from the linked issue to the JSM ticket and vice versa (but be careful to avoid infinite loops).

[Trudy Claspill]

Hello @Jade Ho-Lin 

Are you working with Jira/JSM Cloud or Data Center?

To what type of project do you want to move the request?

If you are working in Cloud is the source project Team Managed or Company Managed? And is the destination project Team Managed or Company Managed?

Do you have familiarity with the Automation for Jira functionality?

Documentation: https://support.atlassian.com/cloud-automation/docs/jira-cloud-automation/

Automation for Jira does not have an action to Move an issue to another project. This is due to the fact that the destination project may have required fields and may require data mapping in order to move the issue, and those activities would require input from a user.

It is generally recommended that you use either the Clone or Create Issue actions to create the issue in the destination project and then close the original issue.

Is there a reason this alternate methodology would not meet your requirements?

[Jade Ho-Lin]

Ah ok thank you 

Makes sense 

I am using JIRA Cloud