Moving issues breaks association

[Maureen Jouhet]

I'm having a problem with how to retain my ticket IDs when they are moved from my Service Desk into a cloud Software project (next gen). Ideally, they would receive a comment with their former ticket number so that the reporter can still search for their ticket. I tried to add a rule that would move the existing number WR-123 to a comment when it was moved to WS-900. Does that make sense? 

[Jack Brickey · Accepted solution]

options to consider:

• You can see the original key in the History tab but you cannot us JQL to find it.
• You can use an addon like scriptrunner to find it.
• You could also write your own listener and using that you could store the old key in a custom field which would be searchable.

[Trudy Claspill]

Hello @Maureen Jouhet 

When you say "so that the reporter can still search for their ticket", how are the reporters trying to search for the tickets? If the tickets are being moved from a Service Desk project to a non-Service Desk project, I believe the reporter/customer will not be able to "search" for the ticket through the customer portal.

If the reporter/customer has access to your JIRA instance like an internal member of your organization and has access to Browse the project to which the issue have been moved, then have they tried simply entering the original URL of the ticket? I have not tried that with an issue that moved from a service desk project to a non-service desk project, but when moving issues between two service desk projects or moving between two non-service desk projects, JIRA will automatically redirect to the issue in its new project.