Add field to Move workflow?

[Richard Way]

Hey there. As I understand it, the Team field is not available in Jira Service Desk. When moving a ticket from SD to the appropriate project, I need to have the user assign the team. Is there any way to force the Team field to show up on the Move workflow, or a way to pop up another screen when a ticket has been moved? 

Thanks,

-Rick

[Nic Brough -Adaptavist-]

There is no "move workflow", there's just a function that allows you to move issues between projects and differently configured issue types.  The function does the minimum it needs to - checking for incompatible configurations and either dropping data that can't be held in the target issue, or asking the humans to fill in stuff that is mandatory in the target.  There's no functions for editing data that is compatible, that's not what move is for!

Why are you moving the issues?  That's not what Service Desk is built for, and the move is destroying the request that your customers are raising, which is probably not what you want for them.

[Richard Way]

We don't do dev against the service desk ticket. So once ticket has been triaged, we move it to the appropriate project and it gets tracked just like any other software development issue. 

If there's a better option, I'm all ears!

[Nic Brough -Adaptavist-]

Ah, yes, most of us have the agent use the create linked issue function 

This creates a partially copied issue that is linked to the service desk one automatically and can easily be used in automations (like copying comments from developers or changing the request to a new status when the developers close theirs) while keeping the request and issue in the service desk as a communication route to the customer!

[Richard Way]

Any idea how to find the create linked issue screen so I can add the team field to it? 

[Richard Way]

It looks like I may be barking up the wrong tree. We use the Team field as part of the filter for the boards as each group of devs has a significant number of projects that they are responsible for.

But for whatever reason, the Team field can't be set as Required. So we have a trigger to make sure that the Team Field is filled out when creating an issue. And it looks like the Create Linked Issue screen only includes Required fields. So attempting to use it we don't see the Team field and submitting the form results in the Trigger kicking it back to set the Team field which isn't on the screen :( 

[Richard Way]

Is there any way to set a field based on a logical condition at creation? Like if it's request type X set the team to 1, if it's request type Y set the team to 2? It wouldn't be perfect, but it would be better than what we have now. 

[Richard Way]

I might have a work around, but I'll have to spin up more workflows on the service desk side. 

In the SD workflow, I use a post function on create to assign the "custom field" team. I don't see any way to apply logic in that, so I'll have to clone the workflow for each of the different teams that get incidents and set the team in those. 

Feels a little wonky, but I think it should allow us to continue using the Team field as issues come in from the SD side.