How to retain field values when moving tickets from a Service project to a Software project?

[Roman Balakin]

Hello, we need an ability to move tickets from a Service project (team-managed) to a Software project (company-managed).

When using the Move option, the data from a description field is not being retained and appears empty on the confirmation screen. How can this be solved?

[Nic Brough -Adaptavist- · Accepted solution]

You can not do this.  And certainly should not be trying!

There are fields that exist only for Service projects, so you are always going to lose them.

If you're swapping from team-managed to company-managed, fields are not implemented the same way (albeit global CMP fields are now available to TMPs if you re-use them)

On the "description" field - is your description data in the service-desk issue, or the request?

The reason you should not do this is that you are going to lose the request, which is your channel to the customer - it's going to look like you deleted their request!

[Roman Balakin]

@Nic Brough -Adaptavist- thank you for a fast response.

The description is on a customer request form.

[Nic Brough -Adaptavist-]

Ok, then yes, you're going to lose it if you move to any type of project that does not have forms.  It's not the issue description field.