When moving a ticket between Service Desks, can you also assign it to a particular person/agent?

[Nicole]

Hi

As above, when I move a ticket to another SD, can I set up a button to choose which agent to assign it to?

Thanks

[John Funk]

Hi Nicole - you might be able to do that by adding a Transition screen with the Assignee field in it to the Create transition on the workflow attached to the Service Desk you are moving to. 

[Nicole]

Thanks John, I am looking into purchasing an add on for that :)

[John Funk]

I suggest JMWE - does a great job!!

[John Funk]

But you shouldn't need an add-on to do that. Just create a simple screen with the fields you want in it. Then go to the workflow, click on the transition, then click Edit on the transition popup box. You can attach the screen at the next step.  :-)

[Nicole]

Thanks Jon, I thought I would need the add on to do this, after raising this request for support:

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Multiple-Service-Desks-Projects/qaq-p/1087560?utm_source=atlcomm&utm_medium=email&utm_campaign=mentions_reply&utm_content=topic

[Nicole]

Hi Jon

I am ready to start using all my lovely new Service Desks but I cannot find out how to add a screen, as you stated here:

Just create a simple screen with the fields you want in it. Then go to the workflow, click on the transition, then click Edit on the transition popup box. You can attach the screen at the next step. 

Could you send me a brief step by step guide please or a link to where I might find it?

Thank you very much for your help.

[John Funk]

Hey Nicole - sorry for the delay, been on vacation.

Which part of the steps above are you getting stuck at? 

[Pierce Poe]

Hi John,

I work with Nicole and will be taking a look at this. Your suggestion of creating a screen which allows for a transition to take place via workflow, is this available in the cloud service or the server based jira? We are using the former.

[Pierce Poe]

Hi John,

I have found the screens and workflows sections that I believe you were speaking about, but I'm finding the creating them a little tricky as it is outside the spectrum of what I have looked at previously. 

When creating a screen, do you need to have any information in the transition tab that is created, i.e. have Issue Type or Assignee selected?

When creating the workflow, it states the ticket being open, then I can add the screen I just created (Move Issue), then moves back to open, but I'm unsure of where I can put it in the workflow so my new screen appear between the ticket moving from Desk 1 to Desk 2?

Thanks in advance for any tips

[John Funk]

Hi Pierce (and Nicole),

I am using Cloud, also.  :-)

Click on the Transition that goes from Desk 1 to Desk 2 in your workflow. Then when you get the pop-up box, click on Edit. You should see something like this:

There you can attach the screen you created. 

The screen only needs to have the fields that you want to capture during the Transition. I have many that only have one or two fields (in addition to the Comments field).