Zentraler Informatikdienst

Zentraler Informatikdienst

Moving issue

For: employees

This user guide will help you move a ticket to another Servicedesk project. This is necessary if the ticket cannot be answered in your project.

Notes

In order to be able to move a request to another Servicedesk project, you need certain read and write permissions. Use the form Allgemeine Anfrage zu Servicedesk (General request for Servicedesk) to request this.
Requests with sub-tasks, sub-tasks themselves and linked issues may not be moved.

Do not accept request – More – Move
Select New Project, New Issue Type – Next
(Select Customer Request Type)
Move

Ausführliche Anleitung

1. Starting process

Do not accept the request.
In the header of the request, click More – Move. The Move button is only visible if the request is not assigned to anyone for processing.

2. Selecting target project, task type

Select the target project from the New Project drop-down.
Select the appropriate task type from the New Issue Type drop-down.
Click Next.

3. Selecting customer form

If available, select the desired Customer Request Type in the next window using the drop-down. This will assign the request to a specific request form in the target project. If you do not select a Customer Request Type, the ticket will not be visible in the target project.
You can leave the remaining fields unedited.
Click Next.

4. Confirming move

In the last window you will see a comparison of the original and the new values of the request.
Click Move.