Moving a ticket from JIRA Project to Project
- Johnson Nguyen
When tickets are created in the wrong queue, or at least some of the work to resolve the ticket belongs to another team, a ticket can be moved.
You can either select "More" and "Move", or you can edit the ticket and look near the top for the Request Type to find the "moving" link.
When you click the "moving" link, you'll be given a form to fill out to select the destination for the ticket and the issue type.
There is often no need to change the issue type.
On the next screen, make sure the 'Description' field contains the information from your ticket. Then, choose the request type you think best fits the issue.
Depending on the project you are moving it to, there might be additional custom form information that will show up here that is irrelevant to your request. You don't need to fill in the extra values unless one is marked required. You can use 'N/A' if the field is required.
After it is moved, re-assign the ticket to the appropriate agent, or leave it as 'unassigned'.
It is good policy to confirm with an agent in the destination queue that they will be able to work on the ticket before blindly sending it along.
In some cases it may be that the ticket should be sent back to you when the other team completes their part. These expectations can be discussed as well.