Leave a residual 'stub' behind after moving a ticket to another project
Hi,
We have just started moving tickets that have been misfiled to the correct project your support article.
It left us an issue as the ticket number in the source project is killed and there is no redirect created in the source project pointing to the new (moved) ticket in the target project.
Causing us some traceability issues as users swear blind they have created a ticket but they can't find it as a colleague has moved it.
Could you leave a 'ghost' ticket in the source project, keeping the same number, marked as invalid and including the URL of the new ticket?
Here's hoping,
Steffan
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1 Posted by Julien on 02 Aug, 2013 04:15 PM
Hi Steffan,
The "move" feature was really intended to move all tickets from one project to another when there is a change of ownership. While it can be used for other purposes, such as misfiling, there are definitely some gaps in functionality there. Unfortunately, due to our architecture, filling those gaps is not straightforward. I've created a ticket, but I wouldn't expect any change in the near future.
The reason things are the way they are is that most users are developers or at least people familiar with the projects and so misfiling and moving tickets around is generally not an issue, and thus not a workflow that was optimized for. This is true for software projects when the people involved are the team working on the project, but it's true that in other contexts, or when external users get involved, it may happen more often.
Right now, I would simply recommend you change your workflow by not moving the ticket, but instead closing it and referencing the new ticket you create in the other project. I know it's a bit more painful, but if a ticket is misfiled, it should definitely be moved at an early stage, with no comments, which makes it somewhat easier (though you still have to copy paste and it's kinda manual).
Let me know what you think.
Cheers.
2 Posted by Steffan Stringe... on 08 Aug, 2013 06:47 AM
Hi Julien,
I appreciate your reply.
I understand our ‘misfiling’ requirement is probably an edge case.
Some of our tickets are filed by project team members who are domain subject member experts but not programmers (e.g. myself!). So we sometimes get it wrong. To avoid it happening in future, we ask people to try to hang fire and check with a developer before filing, but this can be frustrating as we are not all in the same time zone. If you spot an issue, you want to file a ticket and move on.
As you say, once a ticket has gathered a long discussion thread with attachments it becomes a chore to cut and paste everything to a new project. The current move behaviour works really well to preserve the ‘audit trail’, but there is no traceability back to the project where it was originally created once moved.
I live in hope that this can be done someday but understand it is not a high priority for you.
Best wishes,
Steffan
brandi closed this discussion on 08 Aug, 2013 12:48 PM.