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Moving Issues to another service desk

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This article will walk a user through how to move an issue to a different service desk.

Step-by-step

Moving issues to other service desks are now easier than ever. Any service desk team member is able to move an issue. The original issue is closed automatically, and a clone of that issue is sent to the selected service desk.

Make sure all required fields are entered before attempting to Move or the rule will fail. Check out a list of required fields by workflow and request type here,

  1. Open the edit view on any issue in your service desk project.

  2. Verify that a request type is selected, and the issue is assigned to someone.

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  3. It is recommended that you use the new Summarize feature in Jira to summarize the previous comments in the issue. Only the comment made on this Move screen is moved to the new service desk. All previous comments and history stay with the original issue.

    1. Scroll to the Activity section on the issue and click the Summarize button.

    2. Highlight the bulleted list summary and copy the text.

  4. Click the status dropdown and select Move from the list.

  5. Select a service desk from the list Service Desk Projects.

  6. You may enter your comment to the reporter here. If you want, you may use Canned Responses to expedite the process.

    1. Canned Responses Templates are available on the Move screen for users that download the browser extension located here, Using Canned responses

    2. Once you download the extension, you may search for the Canned Response template, Moving Issue Template, and select it.

  7. You may paste the text from the AI Summarize into this template. The bulleted items do not copy, so you may add a bulleted list. Click the preview button to review the message before sending it.

  8. Click the Move button.

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  9. The reporter will receive an email stating the issue was resolved with the message you entered on the Move screen.

  10. The reporter will receive a separate email stating a new issue has been created for them in the service desk you selected.

Only the issue description, attachments, title and comment made during the Move screen will copy over to the new ticket.

Troubleshooting

Q. How do you know if the ticket actually moved to the new service desk?

  • The status of the issue will be set to Closed with a resolution of Moved.

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  • There will be comment from Automation for Jira with a URL listed. In most cases you will be unable to access this URL, as most team members are not able to view all service desk projects. However, this will notify you that it made the link successfully.

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Q. What if there is not URL in the comment or if the status is not Closed?

  • Please create a service desk issue in TSD with the Subject/Title, “Moving Issue Automation Error”. In the description/body enter in the issue key, for example, TSD-123456, or AC-123. The system administrator will review the logs and help to resolve the situation.

  • Most of these issues are because there is not a Request type entered before selecting the Move status.

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