Ticket VS Issue?
I'm trying out the Helpdesk for the first time. What I'd like to do is receive “tickets” from a single helpdesk and then turn them into “issues” in the particular project that they apply to. It took me a while to realize that I can't move a “ticket” itself to a different project since it is not an “issue” but a “ticket”. It feels like there should be a way to convert a “ticket” into an “issue” but if there is I can't find it. Do I maybe have to do it manually and just copy/paste relevant info from the ticket into the issue? Or is there a better way to set this up? Or maybe I don't quite understand the semantic difference between “ticket” and “issue”? Thanks. (I suppose a “ticket” involves a user whereas an “issue” is not directly related to a user request?)
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Hello,
I'm Lena from the YouTrack Team.
Currently, we don't support this functionality, and I cannot guarantee that we will add it in the future. You can find details here: https://youtrack.jetbrains.com/issue/JT-75672/YT-Helpdesk-Ability-to-move-a-ticket-to-a-non-helpdesk-project
I also suggest you have a look at the mentioned workaround:
Please let me know if you have additional questions.
Thanks
Now that I understand the whole system a little better I see you can click the link (chain icon) button to create new issues that are associated with the ticket (where the ticket is “Parent of”, “Relates to” etc.). You still have to manually copy information (if you want it in the issue too) but it is at least associated and you can do it right from the ticket itself.
Hello,
I also wish to mention that you can create a workflow which will do it automatically. You can use this workflow as a starting point: https://www.jetbrains.com/help/youtrack/devportal/action-rules.html#sample-action-rule-with-user-input