Can we automatically move the Service Request to Incident?

[Lance Li]

Hi Team,

Is it possible to automatically move the Service Request to Incident in the Jira Service Management data center? We were asked by some of the users if this is possible.

[Samuel Gatica _ServiceRocket_]

Hi @Lance Li 

With Automation you can only change the issue type if both requests share the same workflow, otherwise, you will have to move the ticket manually.

1. View the issue that you wish to move and click more (•••) > Move

2. Complete the steps required

3. Review your changes and click Move

Best regards

Sam

[Lance Li]

Hi @Samuel Gatica _ServiceRocket_ ,

Thank you for the information provided, I think they are different workflows, so the only way is to move it manually.

[Dirk Ronsmans]

@Lance Li ,

Maybe the better question is, why is it a Service Request in the first place? If you want to change it automatically why isn't it an Incident to start with?

[Lance Li]

Hi @Dirk Ronsmans

That's a good question, I would say it's a long story, in the beginning, the team had a Request Type A with Service Request, but they wanted to change it to Incident, so I created a new Request Type with Incident, but they want to still use the Request Type A's URL and ID because this was hard-coded in their announcement and system, so the newly created Request Type B is not the option for them, so my thought was to create a new automation rule to automate the "Move"

[Dirk Ronsmans]

Ah yes, previous communications with hardcoded urls..always a fun one :)

If you were on cloud this would have been easier as they introduced the option there to change the workflow and issue type of a request type..

I would still try and push for a change in the system and a new announcement because this isn't a viable long term solution I fear. Perhaps even using a (self hosted) url shorter service might be a better option for something that has to live in your environment long time.

I'm afraid automating this will not be possible (unless maybe you have an app installed like scriptrunner and you feel like scripting this whole solution..)