Problem Description

Today, the Forward work capability in Jira Customer Service Management is only available as a manual action from the issue view (Forward button) and via the Inbox UI in receiving Jira spaces.

However:

• There is no native Automation action to “Forward work item”.

• There is no publicly documented REST API to programmatically forward a work item (and thereby no way to safely wrap it via “Send web request” in Automation).

Because of this, customers who want to forward work items based on conditions (priority, request type, component, customer, SLA breach, etc.) cannot automate that behaviour. They must rely on agents manually clicking Forward and choosing a target space.

Suggested Resolution

• New Automation action

Add a “Forward work item” action under Work item actions in Automation for CSM spaces, with (for example) the following configuration

• Public REST API for Forward work

Expose a stable, documented REST API for forwarding work items between CSM spaces and Jira spaces

Why this is important?

Conditional routing of work across spaces - Customers want to automatically route certain request types to specific Jira spaces. Examples:

• High‑priority incidents should always be forwarded to an “Incident Response” space.

• Requests tagged with “Billing” should be forwarded to a Finance/RevOps space.

• Requests from a particular customer, account, or region are handled by a dedicated engineering space.

Without Automation/API, this relies entirely on agents remembering to click Forward and pick the correct space, which is error‑prone and doesn’t scale.

Operational efficiency and reduced handling time

• Manual forwarding adds steps to every escalation.
• In high‑volume environments, even a few extra clicks per ticket significantly increases handling time and costs.

• Teams already use Automation heavily (e.g. auto‑assignment, SLA‑based actions, comment handling). Forwarding is a natural part of that workflow that is currently missing.

Better integration with existing Automation patterns

• Atlassian already recommends “Send web request” to reach REST APIs not directly exposed as actions.
• But there is no equivalent API for Forward work today, so customers can’t follow that pattern for CSM forwarding.

Unlocking advanced use cases

• Multi‑step flows, such as:
• On condition X → forward work item → log the response → update a field (e.g. “Forwarded to: <space>”) → notify stakeholders.

Workaround (if any)

NA