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  1. Jira Service Management Cloud
  2. JSDCLOUD-3417

Issue Moved notification

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      NOTE: This suggestion is for JIRA Service Desk Cloud. Using JIRA Service Desk Server? See the corresponding suggestion.

      Problem Definition

      Currently, after moving an Issue from SD.A to SD.B, there will be no notification email on this. Hence, replying to the Issue creation notification email will not update the Issue. This is due to the request type is being mapped on the Issue when the Issue is being moved.

      Suggested Solution

      At the Issue Moved wizard, on "Update Fields", prompt the user to map the Request Type.

      Workaround

      For now, manually set the Request Type and add a comment so that the customer will receive a notification email on the Issue Moved.

            [JSDCLOUD-3417] Issue Moved notification

            Prathiksha added a comment -

            Hi Everyone,

            Thank you for your feedback on this feature.

            We are marking this issue as closed because it is a duplicate of JSDCLOUD-3613 which has received more traction. You can follow the ticket there as the source of truth.

            Thank you again for your feedback!

            Prathiksha M S
            Jira Service Management Cloud team

            Prathiksha added a comment - Hi Everyone, Thank you for your feedback on this feature. We are marking this issue as closed because it is a duplicate of  JSDCLOUD-3613 which has received more traction. You can follow the ticket there as the source of truth. Thank you again for your feedback! Prathiksha M S Jira Service Management Cloud team

            Prathiksha added a comment -

            Hi Everyone,

            Thank you for your feedback on this feature.

            We are marking this issue as closed because it is a duplicate of JSDCLOUD-3613 which has received more traction. You can follow the ticket there as the source of truth.

            Thank you again for your feedback!

            Prathiksha M S
            Jira Service Management Cloud team

            Prathiksha added a comment - Hi Everyone, Thank you for your feedback on this feature. We are marking this issue as closed because it is a duplicate of  JSDCLOUD-3613 which has received more traction. You can follow the ticket there as the source of truth. Thank you again for your feedback! Prathiksha M S Jira Service Management Cloud team

            Anthony De Moss added a comment -

            I just ran into this last night. Caused all sorts of interesting issues when i moved 100+ JSD tickets between projects, and now have to deal with customer replies generating new tickets instead of mapping to the existing ones.

            I don't understand how this can be classified as a "Suggestion" instead of a bug, and why does it take 4 years to get something this simple addressed? 

            Anthony De Moss added a comment - I just ran into this last night. Caused all sorts of interesting issues when i moved 100+ JSD tickets between projects, and now have to deal with customer replies generating new tickets instead of mapping to the existing ones. I don't understand how this can be classified as a "Suggestion" instead of a bug, and why does it take 4 years to get something this simple addressed? 

            Navin Sharma added a comment - - edited

            I am very surprised and disappointed to see this Severity-1 ticket which affects the core functionality of the ticketing system was opened in 16/Feb/2016 and till today the ticket is in the backlog and not assigned to anyone.

            Navin Sharma added a comment - - edited I am very surprised and disappointed to see this Severity-1 ticket which affects the core functionality of the ticketing system was opened in 16/Feb/2016 and till today the ticket is in the backlog and not assigned to anyone.

            Debajit Hazarika added a comment -

            Hi,

            One thing that we are missing in Jira Service Desk is the provision to select "Request Type" while using the "Move" feature to move a ticket from:

            1. One Issue type to another Issue Type
            2. One project to another project.

            So far what I could identify is that it messed the following thing:

            1. Notification functionality
            2. SLA attached to the ticket

            We badly need a fix for this issue as soon as possible.

            Debajit Hazarika added a comment - Hi, One thing that we are missing in Jira Service Desk is the provision to select "Request Type" while using the "Move" feature to move a ticket from: One Issue type to another Issue Type One project to another project. So far what I could identify is that it messed the following thing: Notification functionality SLA attached to the ticket We badly need a fix for this issue as soon as possible.

              Unassigned Unassigned
              mmuthusamy Moga
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                Created:
                Updated:
                Resolved: